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 <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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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 --------------------------------------------------------------------- OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ -----Inline Attachment Follows----- --------------------------------------------------------------------- OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
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