Escalation at first response time null

Technical assistance
1

Infos:
Used Zammad version: 5.4.0
Used Zammad installation source: docker compose
Operating system: Ubuntu 20.04
Browser + version: Chrome

Expected behavior:
first_response_escalation_at (ESCALATION AT FIRST RESPONSE TIME in GUI ) not nil
Actual behavior:
I create Ticket with Outgoing Calls (phone-out) and Outgoing E-Mails (email-out), ESCALATION AT (FIRST RESPONSE TIME) both return NULL. Meanwhile Incoming Calls (phone-in) are valid
Steps to reproduce the behavior:

  • Create a ticket with Send Email
  • Check ticket db returned first_response_escalation_at nil
2

Do you have a SLA set with first response time activated?

3

image
this is how i have set the SLA

4

image
I checked and there is no First response Time

5

That’s normal if you create an outgoing communication as agent towards the customer.
The “first response” technically happens the moment you create the ticket that way.

This is an expected behavior (at least for me)

6

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