I would like to know how I fulfill the SLA within a ticket. For satisfy "First response time" I already discovered that I need to send an e-mail to the customer, and then the countdown in the ticket zoom stops. That was nice! Now, I am trying to satisfy "Update Time" and "Solution Time", but I didn't found how to do it. The time is continually coming down, even when I close the ticket... Can you help me?
Thanks! jcg _________________________________________________________ Já conhece o novo AEIOU ? http://www.aeiou.pt _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
