Hi all    When a ticket is first time responded, so how to make the First Response Time stops clocking ? and so that i would know when was it responded, likewise for update time and solution time   Within a ticket, is there an action which corresponds to update time or solution time ? i.e. if the support case has no solution then i will "update" the ticket, if the suppose case has got a solution, then i will update it as a solution.   pls hlp --- On Tue, 8/4/09, Aquiles Cohen wrote: From: Aquiles Cohen Subject: Re: [itsm] response time To: "OTRS::ITSM User questions and discussions" Date: Tuesday, August 4, 2009, 7:32 AM Hi, To do that you need to make external comunications. for example: in Notes you need to select external-notes, internal notes dont affect the SLA. Aquiles Cohen.- Homepage : http://aqcohen.blogspot.com On Mon, Aug 3, 2009 at 11:30 AM, boonyam lim wrote: hi all   There are two "sets" of escalation response, one at Queue, one at SLA, may i know one i should be using it ? --------------------------------------------------------------------- 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/