populate first response time

[Hitesh targe]

Hello Experts,

I have a requirement to Populate "First Response Time"(field in case) for Cases

First Response time is the Time Stamp of when an Internal/ITIL user updates the ticket (Does not have to be time assigned BUT the time an internal person updates and SAVES).

Please suggest

[Jon Barnes]

I would create a before update business rule, with a condition where first response time is empty.

in the script write something like:

if (gs.hasRole('itil') && !gs.hasRole('admin')) {

  current.setValue('field_name', gs.now());

}

[Celliven]

Hi Prasa

As the First Response Time is set by a business rule, you can modify the conditions to reflect the sort of update you want.

Such as removing the requirement for a state change.

Hope that helps

Chris