Howdy,

I just wanted to know if anyone has found a good way of automatically setting the first response date.  I can see my service desk analysts not wanting to do this extra click.

The scenario I am looking for is this :

analyst opens call > assigns call to either self or another analyst > saves and closes the call

In the background I want this to happen :

When call is updated > if assigned to has changed from a null value to a not null value > then firstreponsedate = first assigneddate (or even current datetime)

I have played with smlets but am missing ability to set the value of responsedate(no option to set that in set-scsmincident).

I have also tried editing a template :

scenario: created a new incident template and manually set first response.  This sets the first response as the current datetime eg.04/10/2012 16:00, saved this to a new mp.  Exported said mp and now trying to hack the XML but am stuck as I do not know the model well enough.

screenshot below

can someone help me out or point me in the right direction?

Am even happy if someone knows a better method / process of auto setting this field.  I know exchange connector has this ability via response email, but this doesnt really work as it relies on the user replying to a auto generated email.

• Changed type AndersAspMVP, Moderator Saturday, October 06, 2012 8:18 AM
• Edited by Humjill Monday, October 08, 2012 3:38 PM

I know this thread is already answered but I have attached the management pack in case anyone else was looking for the same solution.

This management pack will set the first response date to be the same as the first assigned date, when a service desk analyst either :

• Creates a new ticket via the console and assigns it straight away  or
• Updates an open ticket (not yet assigned) assigning the ticket to him/her self or another analyst.

You will need to copy the DLL to the service manager installation folder and then import the management pack

here you go. 

https://skydrive.live.com/redir?resid=3E3FB813CD60C4F7!135

• Marked as answer by Humjill Monday, October 08, 2012 3:38 PM

Perhaps this doesn't do what I am expecting it to do, as the First Response date is still showing blank when someone is assigned.

Does anyone know of a way to do this so that not only does the First Response critera get set, but the date/time is also recorded?

• Proposed as answer by aabdelazim Monday, June 03, 2013 9:21 AM
• Unproposed as answer by aabdelazim Monday, June 03, 2013 9:21 AM