Ticket Information

[RicardoC]

Hi...i'm new working with OTRS, and I'm having a difficulty:

I want to display the information of "First Response Time" and the "Solution Time", but it's not working for my ticket types.

When i use the type : "Incident" ticket type what was comming with the installation, i get the correct the information, but when i use the type "ServiceRequest" created by me, the "First Response Time" is not appearing with the same SLA.

How i can put the "First Response Time" in the "ServiceRequest" ticket type.



Thank you!

[jojo]

Only times which are not solved will be displayed. If you already send an answer the reaction time is solved

[RicardoC]

It was not solved, the ticket was created in the moment...

[jojo]

you send out an email to the customer. So the reaction time was solved

[RicardoC]

I didn't send, i create another "Ticket Type" and the information "First Response Time" and "Solution Time" are both not appearing.

[jojo]

Ticket Type is not influencing Escalation. Only Queues and SLAs do.

You send out an external article, like using the email Ticket.