Hi There is a bug with "First Response Time", "Update Time" and "Solution Time" in OTRS 2.2.0 beta3 and before. But we work on a solution to fix this problem. We plan to solve it up to release of OTRS 2.2.0 beta4. Thanks for your message. Best regards, Manuel Hecht ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0)9421 56818 0 :: Fax: +49 (0)9421 56818 18 http://www.otrs.com/ :: Communication with success! -----Ursprüngliche Nachricht----- Von: itsm-bounces@otrs.org [mailto:itsm-bounces@otrs.org] Im Auftrag von Wouter Peschier - Hostnet Internet Gesendet: Donnerstag, 3. Mai 2007 12:41 An: itsm@otrs.org Betreff: [Itsm] Problem/Incident tickets with SLA Hello, I have a question about a problem or incident ticket that has a service with SLA attached to it. In the SLA I specified the "First Response Time", "Update Time" and "Solution Time". If "First Response Time" is less than two hours from the current time than you get a notification in the QueueView telling you something must be done, all that is perfect :-) My question is how do I change the status of a ticket so that it knows that I responded within the time? I tried locking, unlocking, setting the Additional ITSM Fields but I keep getting the notification in the QueueView untill I close the ticket. Thanks in advance! _______________________________________________ OTRS mailing list: Itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/Itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm Support or consulting for your OTRS::ITSM system? => http://www.otrs.com/