Hi, To do that you need to make external comunications. for example: in Notes you need to select external-notes, internal notes dont affect the SLA.
Aquiles Cohen.- Homepage : http://aqcohen.blogspot.com On Mon, Aug 3, 2009 at 11:30 AM, boonyam lim <[email protected]> wrote: > hi all > > There are two "sets" of escalation response, one at Queue, one at SLA, may > i know one i should be using it ? > > > --------------------------------------------------------------------- > 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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