There we have set "Escalation - Solution Time: 0" in all queues. So, why the 72h? On Fri, Dec 17, 2010 at 12:20 PM, Lars Jørgensen wrote:

Admin -> Queues

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Magic Boiz *Sent:* Friday, December 17, 2010 10:55 AM *To:* otrs@otrs.org *Subject:* [otrs] Solution Time of Tickets

Hi everyone!!

I have a simple question: how can a modify the "Solution Time" of a Ticket. It's always set to 72h!!.

When I create an email/phone ticket, the "Due Time" is set to 72h+current date. If a ticket is created automatically after a customer email, the Ticket also has a Solution Time of 72+current date......

Also, the SLAs don't affect to Solution Time......

so, how can I manage the Solution Time???

Thx in advance and have a nice weekend!

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from the begining of the Ticket, the Solution Time is set to 72h. I don't know why....and also, I don't know how to change that value after the Ticket is created..... very strange that a Ticket System don't let agents to change Solution Times..... On Fri, Dec 17, 2010 at 12:50 PM, Lars Jørgensen wrote:

That's weird. Just clicked around and I can't find anywhere obvious that the escalation can be set (postmaster filter or generic agent can't do it, it seems).

What does the history of the ticket say?

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Magic Boiz *Sent:* Friday, December 17, 2010 12:42 PM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Solution Time of Tickets

There we have set "Escalation - Solution Time: 0" in all queues.

So, why the 72h?

On Fri, Dec 17, 2010 at 12:20 PM, Lars Jørgensen wrote:

Admin -> Queues

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Magic Boiz *Sent:* Friday, December 17, 2010 10:55 AM *To:* otrs@otrs.org *Subject:* [otrs] Solution Time of Tickets

Hi everyone!!

I have a simple question: how can a modify the "Solution Time" of a Ticket. It's always set to 72h!!.

When I create an email/phone ticket, the "Due Time" is set to 72h+current date. If a ticket is created automatically after a customer email, the Ticket also has a Solution Time of 72+current date......

Also, the SLAs don't affect to Solution Time......

so, how can I manage the Solution Time???

Thx in advance and have a nice weekend!

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