In ERPNext, when a client has a Service Level Agreement (SLA), notifications are set up through email and system notifications. However, there is an issue when a customer creates an issue from the customer portal. The issue gets saved, but the first_response_time field is automatically set to 0 seconds. Consequently, any reply email sent does not reflect on the SLA.
In contrast, when an issue is created from within ERPNext (not from the customer portal), the first_response_time field is not set to 0 seconds. Therefore, when a reply is sent, it correctly reflects on the SLA.
Has anyone else encountered this issue or found a solution to ensure that the first_response_time is correctly set when issues are created from the customer portal? Any insights or suggestions would be greatly appreciated.
