I would like to know how I fulfill the SLA within a ticket. For satisfy "First response time" I already discovered that I need to send an e-mail to the customer, and then the countdown in the ticket zoom stops. That was nice! Now, I am trying to satisfy "Update Time" and "Solution Time", but I didn't found how to do it. The time is continually coming down, even when I close the ticket... Can you help me? Thanks! jcg _________________________________________________________ Já conhece o novo AEIOU ? http://www.aeiou.pt