First Response Calculated through Compose Email in HR Case

[PritiRanjaN]

HI,

When an HR Case is created through Portal or Workspace, there may be scenarios where the agent sends the first response using the Workspace “Compose Email” option instead of adding a response through Additional Comments.

The requirement is that the email sent through Workspace (Compose Email) should also be considered as the first response. Based on that, the first response time should be calculated from the ticket creation time until the agent sends that email.

Can someone help on this part how to achieve this.

Thank You
Pritiranjan Nayak

@Ankur Bawiskar 

[PritiRanjaN]

Thanks Ankur for the response. Hope this will help me. However, I have one doubt: the First Response custom field might also capture system-generated emails. So, how can we differentiate or filter system-generated emails from agent-composed emails in Agent Workspace? Also, could you please elaborate on the solution and explain how this custom field will be populated?

[Ankur Bawiskar]

@PritiRanjaN 

somehow you need to check in email logs, you can write BR on email logs table and then differentiate

from past thread I found this, so check accordingly

email is sent using the email client, the headers field would contains this parameter

X-ServiceNow-Source: EmailClient

System notifications contains this header

X-ServiceNow-Source: Notification-[Notification_SYS_ID]

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