Modify SLA UpdateTime

[ptitsans]

Hello,

I'm implementing OTRS for the support service of my Company.
We work with three SLA Parameters :
- First Response Time (Answer of an Agent to indicate that he took in consideration the request)
- Intervention Time (Answer of the Agent to indicate that he is starting the intervention to solve the ticket)
- SolutionTime (Closed of the Ticket)

For us, Intervention Time doesn't correspond to the SLA parameter SLA Update Time.
It is possible to modify the events of the Update Time SLA (No restart by example) ? If so, How can I do that ?
Or Do you have any ideas to workaround in order to implement Intervention time?

Thank you,

Florian

[xax0]

"Intervention time" = Update time in OTRS or "Interaction" by ITIL.

It really depends on the escalation times you set in the SLA settings (First response, update time, re).

First response is usually the response from the Agent and not an automated answer from OTRS system. You better assign tickets to agents, thus have accountability who does what.

I cannot think of anything else.