OTRS SLA calculation for Emails

[sunny]

SLA is captured only for the first email response.

what can be done to ensure SLA is captured on all emails – to check whether the emails are responded with in time to customers or not

[voiprodrigo]

I Think you want to use escalation update time too.

[sunny]

Thanks for your reply but in update time the system expects the reply from customer before the time defined else it will escalate the mail.