which option i need to reset the below ?
--- On Mon, 8/3/09, Anton Gubar'kov wrote:
From: Anton Gubar'kov
Subject: Re: [itsm] response time
To: "OTRS::ITSM User questions and discussions"
Date: Monday, August 3, 2009, 4:36 PM
In my config, only outgoing emails and calls affect SLA timers. The 1st email/call to the customer stops FRT and resets UT. Each subsequent email/call resets UT, closing the ticket stops ST.
Regards,
Anton.
2009/8/3 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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