Time to First Response configuration

[Tony Ciniglio]

Hey,

So I have my SLA setup for Time to Resolution, and this all seems fine.

But I have need to setup 

i.e. Highest response issues need to be responded by within 30 mins

Hight tickets to be responded within 120 mins

Medium tickets to be responded within 24hrs

Everythign else within a week

I cant see anywhere in the JSM documentation on how to configure 'time to first response'

As when I currently report on any tickets created by the client, that field is blank.

Any help greatly appreciated.

[Jack Brickey]

Hi @Tony Ciniglio ,

do you mean this?

[Tony Ciniglio]

Yes - facepalm... 

Sorted thanks