Ok Ruslan, We are going to create group/user with no admin right and we'll try it again. I hope It will be better.
You were very helpful. If we find something else, we'll contact you. Many thank you for your help Ruslan ! Kind regards / Cordialement *Alexandre Leprevost* Project Engineer / Delivery Team 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 6:29 PM, Abdallah TABI <[email protected]> wrote: > >> 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. >> >> > I don't know how else to explain it. SLA extension uses lists of > Requestors to decide who is who. If you create a ticket as Admin with Admin > user as requestor (this part is VERY important) of the ticket then Admin is > the one who requested the ticket and then Reply deadline will be set. > > > >> *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. >>> >> >> > > > -- > Best regards, Ruslan. >
-- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
