Thanks a lot.
Is it correct that the ticket remains blocked after escalation?
Is the 1st reaction only valid by the processor or by any user?
Search found 2 matches
- 09 Jan 2020, 16:37
- Forum: Help
- Topic: SLA - Questions
- Replies: 2
- Views: 660
- 09 Jan 2020, 15:39
- Forum: Help
- Topic: SLA - Questions
- Replies: 2
- Views: 660
SLA - Questions
We want to implement the following in OTRS: 3 SLA categories with a fixed first response time. The update time and solution time should not be maintained. In our OTRS it is set that the customer receives an email as soon as our assistant assigns the email to a processor. Does this email count as the...