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.

2009/8/3 boonyam lim <boonyamlim@yahoo.com>
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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