First Response Time calculation

[SanaPR]

Hi All,

We have a default system generated email to be sent to the customer as soon as a ticket is created.

Now if we look at First Response Time metrics , for all tickets it shows met as the system generated email is being considered as first response. There is a Business Rule created for calculating the same when External Message/Work Notes of the ticket changes. Since system auto response is adding to the external message/work notes this is considered as first response.

Is there anyway to exclude this system generated and only consider the First Response sent by AssignedTo or a real person ? As the From, To and Subject are exactly same as the system generated one, only difference is that System Generated email has Body predefined and when person response will have body other than predefined.

Is there anyway to exclude based on email body in the business rule.? Business Rule is built on the table(Case/Ticket) and hence Email options are not available to select exclude.

Please suggest.

Thanks,

Sumana

[SanaPR · Accepted solution]

For anyone who's looking for answer, this was achieved by creating a custom field to hold time duration on te case form and a before business rule with below conditions

First Response Time is "Empty"

External Message "Changes"

State is "New"

UpdatedBy is "System"

Script:

function onBefore(current, previous) {
current.first_response_time = GlideDateTime().getDisplayValue();
}

Thanks,

Sumana