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First Reponse Milestone Resetting when moving Queues

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edited Apr 14, 2021 5:16PM in B2B Service 2 comments

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Hello,

We've recently moved to category queues for HRHD (old) and have found that when a ticket is moved between queues the First Response Milestone is reset. This is not ideal, as any time assigned to a queue should be counted for the first response milestone. We've found that the resolution milestone is working correct and does not reset when moving queues. This sometimes causes the first response milestone to still be going even though the resolution milestone is expired. I've attached our milestone config. Is this expected or is there additional configuration to be set up?

 

Thanks,

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