Calculate ticket response time - how is this done?

How is the response time on a ticket calculated? I am working on improving a script that generates tickets for demo purpose and I of course want all types of data to be shown, so the response time is something I want to fix in the script to take this into account.

RE: Calculate ticket response time - how is this done?

Hi,

When choosing "Reply/Reply all" in Service "ticket.replied_at" is populated (if empty) based on time of action. All other calculations (taking into account priority timeframe) are happening in background.

So if you need to create "dummy" tickets it should be sufficient to just set this field on Ticket and perform save.

By: Michel Krohn-Dale 18 Mar 2020

RE: Calculate ticket response time - how is this done?

Thanks! WIll try that.

By: Patrik Larsson 19 Mar 2020