Alex, I'm not sure, but I guess with a bit of logic you can figure it out too. Response time: Time till the customer needs to get a response Let's say an agent should give a response to a customer within 2 hours after ticket creation. Something like thanks for your request we will help you within the next 24 hours. Update time: Time till the customer needs to get an update After the first response a customer should be kept informed about the latest developments of his request. So you may want to cofigure that after the first response a customer should be updated within 12 hours. Solution time: Time till the ticket needs to be closed Pretty self explanatory. Kind Regards, Jeroen Prinse.

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alexander.scholler@augsburg.de 7/30/2007 01:21:26 PM >>> Hi,

I'm evaluating the new escalation-mechanismn of v2.2, especially the new escalation * response time * update time * solution time An can't find any documentation on these times. What does each time means exactly? Can anybody help me? Bye, Alex _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/