I've just created a new ticket at 4:24 PM on Tue with the user admin, and in the field Due: I got Wed 10:24 AM which is the Resolve time not the Response time of 15 min setted.
So, for us at the start the Due time is not what is expected. *Abdallah Tabi*Support Team - [email protected] *4 rue de l´Abreuvoir 92 400 Courbevoie France [email protected] Tel : +33 (0)1 75 84 88 98 Fax : +33 (0)9 57 88 09 40 www.efficientip.com* 2013/10/1 Ruslan Zakirov <[email protected]> > > On Tue, Oct 1, 2013 at 6:18 PM, Abdallah TABI <[email protected]> wrote: > >> Good afternoon, >> >> Thank you for your really quick answer ! >> >> Ok let me give you more information. >> > > As I said, your testing setup is wrong. Ticket should have a requestor, in > your case requestor is empty. > > Let me show you two cases: > > 1) Staff A creates a ticket with requestor B and says "we talked on the > phone, here is info you requested..." > 2) User B creates a ticket with himself as requestor and says "can I get > some help" > > Do you see difference? What you're testing is closer to 1) > > To see how it works you need at least two users (with emails defined, this > will make life easier) and either switch logins or use email integration. > > -- > Best regards, Ruslan. >
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