First Response

Hello Mayra, 

'First Response' should normally track the time that an agent took to provide the first answer on a support case. 

The 'First Response Sent' field will be checked when the case's status changes from "New" to anything else, but this can be configured on the SugarBPM template to use other criteria.

All the fields involved are covered here, can you clarify what you would like to accomplish? 

Thanks so much! I´ll review and ..

If I have a question I´ll post it! 

So... If I want to see the first response calculations I need to define Case Follow-Up Date Management V2 SugarBPM template process on Sugar BPM right?

Hi Mayra Hernandez, 

I am not sure if I understand the question, but if you want to edit your SLA's. ( eg. 4 Business Hours if the case priority is High). This can be seen on the Process Business Rule "New Case SLA V2"

If you want to see the process that will manage what is defined to be a 'First Response' then yes, you can find that info in the Case Follow-Up Date Management V2 SugarBPM process. 

By default the First Response Sent field is checked when there is a case status change. 

I hope this helps. 

Thank you so much! Actually yes, I want to see the managed process of definition "First Response" but we don't have any process definition about that.

I have this doubt because when we create a new case and when the case status changes from "New" to anything else, the First Response Sent field is supposed to be checked when there is a case status change, but when we export the case we have no value on Case SLA Fields only the First Response Sent value is "0".