Failed Agreement/ First response Status Failed Issue

[precihole]

In help desk first response column shoiwing "failed", please fix this.

[michellealva]

@precihole Could you elaborate on the issue?

It is probably showing failed because the agent did not give the first response within the SLA .

[precihole]

if the agent fails to provide the first response within the SLA, it should be marked as a late response. However, the issue is that the response is not being sent, and its status is displaying as 'failed'.

[precihole]

@michellealva

[michellealva]

if the agent fails to provide the first response within the SLA, it should be marked as a late response.

In this case it will be marked failed.

However, the issue is that the response is not being sent, How though? Email not getting sent from email queue?

cc. @sumitbhanushali

[RitvikSardana]

Closing the issue due to inactivity, reopen if the issue still persists