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
OTRS SLA calculation for Emails
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- Znuny newbie
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Re: OTRS SLA calculation for Emails
I Think you want to use escalation update time too.
Linux (Ubuntu 14.04.1 LTS) | MySQL 5.5.40 | OTRS 4.0.7
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- Znuny newbie
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Re: OTRS SLA calculation for Emails
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.