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
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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which option i need to reset the below ?
--- On Mon, 8/3/09, Anton Gubar'kov
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Anton Gubar'kov -
boonyam lim