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<p class=MsoNormal>RT 3.8.6 <o:p></o:p></p>
<p class=MsoNormal>SLA 0.03<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Hello All<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>I need some help I have SLA working with both Response and
Resolve but need help with a scenario <o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>We set a hard date for resolution <o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>What I need to be able to do is the following <o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>If a ticket is updated with just an update for the client the
clock continues to run, if however the ticket is sent back to the client
requesting more information or evidence the clock is stopped and restarted with
a new due date calculated from the time taken for them to respond is this
possible. <o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>The client has a username on RT, would it help to re-assign
the ticket to the user, each client has its own Queue and the client can only
see that queue and tickets<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>We do not allow clients to see comments in tickets <o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Thanks for any help <o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Regards Simon <o:p></o:p></p>
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