[itsm] response time

[boonyam lim]

Hi Expert
 
The below display the right panel of OTRS, may i know which action will actual update the time ? i.e. if i do a Note at first time response of ticket, would it stop clocking on response time
 




First Response Time:

-20 minutes 
03/08/2009 16:08 

Update Time:

-20 minutes 
03/08/2009 16:08 

Solution Time:

-20 minutes 
03/08/2009 16:08
 
 


      
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