First Response SLA

(0) Share

Report

Posted on by Cloud92019

We are sending an auto confirmation email to the customer to acknowledge receipt of the case, wouldn't this workflow also trigger to update the first response sent field even though it was just the auto response email? how would you get around this? Any steps on how to configure it?

I configured first response SLA and timer. but nothing happens. im still seeing blank info on the Applicable SLA section. What am i missing. Please help me.

1667.SLA1.JPG

0020.timer.JPG

inside the case

3733.first-response-sla-2.JPG

Ideally, this is what i wanted to see

3733.timer5.png

*This post is locked for comments

I have the same question (0)

All responses (5)

Answers (1)

Cloud92019 91 on at

Like (0)

Report

Good news, i can now see the Timer running by putting the Created On field which triggered the timer. And when i click First Response and choose YES the timer goes to SUCCEEDED which is good. However, my problem is how can the First Response Date be automatically filled when i click YES in First Response Sent?

Here is my current condition for the TIMER

Was this reply helpful? Yes No
Cloud92019 91 on at

Like (0)

Report

I was able to do it by adding timer on the First response sent.

The only downside is, it cant be reset once you put it back the first response sent to NO.

Was this reply helpful? Yes No
Cloud92019 91 on at

Like (0)

Report

Sorry. First Response Date is ongoing. How can i make the condition to make it fixed at the moment that i choose YES in first response sent??

Was this reply helpful? Yes No
Verified answer

Oksana Danyliak on at

Like (0)

Report

Have you already solved this issue?

Was this reply helpful? Yes No
Cloud92019 91 on at

Like (1)

Report

Hi Oksana,

Yes i already solved the issue. Thank you so much :)

Was this reply helpful? Yes No