Hi all

When a ticket is first time responded, so how to make the First Response Time stops clocking ? and so that i would know when was it responded, likewise for update time and solution time

Within a ticket, is there an action which corresponds to update time or solution time ? i.e. if the support case has no solution then i will "update" the ticket, if the suppose case has got a solution, then i will update it as a solution.

pls hlp

--- On Tue, 8/4/09, Aquiles Cohen <aqcohen@gmail.com> wrote:

From: Aquiles Cohen <aqcohen@gmail.com>
Subject: Re: [itsm] response time
To: "OTRS::ITSM User questions and discussions" <itsm@otrs.org>
Date: Tuesday, August 4, 2009, 7:32 AM

Hi, To do that you need to make external comunications. for example: in Notes you need to select external-notes, internal notes dont affect the SLA.

Aquiles Cohen.-

Homepage : http://aqcohen.blogspot.com

On Mon, Aug 3, 2009 at 11:30 AM, boonyam lim <boonyamlim@yahoo.com> wrote:

hi all

There are two "sets" of escalation response, one at Queue, one at SLA, may i know one i should be using it ?

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