First response time is 0

Technical assistance
1

Infos:

  • Used Zammad version: zammad 3.3
  • Used Zammad installation source: (source, package, …)deb package
  • Operating system: ubuntu 18.04
  • Browser + version: edge

Expected behavior:

  • In the report downloaded, I found when both ticket create time and first response time are non-working time, the first response time will be 0. Is there a way to make a system seting ,then the real first response time will be recorded?

Actual behavior:

  • don’t know how to set up

Steps to reproduce the behavior:

2

Just to clarify: Which report are you talking about?
Report report or time accounting export?

3

sorry for the late reply.

i can only see one report which include nearly all the info.
i download it from the Column chart.

4

The first response time is only set if SLA calculation does affect the ticket.
If that’s not the case on the ticket in question, the field is not set.

Same applies to “close_in_min” as example.

5

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