Hi there.
 
It seems that when you reply to a case via e-mail you are automatically assumed to be a customer and the SLA times for first reply and/or followup reply is not updated.
In our case, many agents prefer to update their cases by e-mail, so how can I update these fields via Postmaster filters matching our email domain?
 
I see some fields about pending time, but that is not related to the SLA, is it? I am not sure which, if any of the TicketTime fields would be the one to look at, and not sure I would be able to do the required things with the normal PostMaster filters...
 
Basically, I would like the counters to reset to zero, just as they would when using the web interface.
Is this possible?
 
Regards,
 
/Martin.