In my config, only outgoing emails and calls affect SLA timers. The 1st email/call to the customer stops FRT and resets UT. Each subsequent email/call resets UT, closing the ticket stops ST.
Regards, Anton. 2009/8/3 boonyam lim <[email protected]> > Hi Expert > > The below display the right panel of OTRS, may i know which action will > actual update the time ? i.e. if i do a Note at first time response of > ticket, would it stop clocking on response time > > *First Response Time:* -20 minutes > 03/08/2009 16:08 > *Update Time:* -20 minutes > 03/08/2009 16:08 > *Solution Time:* -20 minutes > 03/08/2009 16:08 > > > > > --------------------------------------------------------------------- > 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/ >
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