Update time fulfilment

[vanoastro]

Hello,

How can I deal with update time fulfillment?
In SLA is configured the Update time.
When new ticket is created, you have there count-down time to react/update/resolve the ticket.
Which action must be made to "disable" update time count-down? Or what I have to do to fulfill update time?
It is clear by reaction time, which is fulfilled by email/phone-call... state: new --> open.

thanks

[jojo]

You also need to have external articles.Update is a kind of reoccuring reaction