Hi there. It seems that when you reply to a case via e-mail you are automatically assumed to be a customer and the SLA times for first reply and/or followup reply is not updated. In our case, many agents prefer to update their cases by e-mail, so how can I update these fields via Postmaster filters matching our email domain? I see some fields about pending time, but that is not related to the SLA, is it? I am not sure which, if any of the TicketTime fields would be the one to look at, and not sure I would be able to do the required things with the normal PostMaster filters... Basically, I would like the counters to reset to zero, just as they would when using the web interface. Is this possible? Regards, /Martin.
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