which option i need to reset the below ?
--- On Mon, 8/3/09, Anton Gubar'kov <anton.gubarkov@gmail.com> wrote:
From: Anton Gubar'kov <anton.gubarkov@gmail.com> Subject: Re: [itsm] response time To: "OTRS::ITSM User questions and discussions" <itsm@otrs.org> 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.
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