<div dir="ltr"><div><div><div>Ok Ruslan,<br><br></div>We are going to create group/user with no admin right and we'll try it again. I hope It will be better.<br><br></div>You were very helpful. If we find something else, we'll contact you.<br>
<br></div>Many thank you for your help Ruslan !<br></div><div class="gmail_extra"><br clear="all"><div><h4 style="font-weight:normal"><span>Kind regards </span>/ Cordialement<br><br><b>Alexandre Leprevost</b><br></h4>
Project Engineer / Delivery Team<p>
<img src="http://www.efficientip.com/templates/efficientip/images/efficientip_logo.png" height="48" width="173"><br>
</p><h6>
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92 400 Courbevoie<br>
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<a href="mailto:al@efficientip.com" target="_blank">al@efficientip.com</a><br>
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<a href="http://www.efficientip.com/" target="_blank">www.efficientip.com</a></h6></div>
<br><br><div class="gmail_quote">2013/10/1 Ruslan Zakirov <span dir="ltr"><<a href="mailto:ruz@bestpractical.com" target="_blank">ruz@bestpractical.com</a>></span><br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
<div dir="ltr"><br><div class="gmail_extra"><br><br><div class="gmail_quote"><div class="im">On Tue, Oct 1, 2013 at 6:29 PM, Abdallah TABI <span dir="ltr"><<a href="mailto:at@efficientip.com" target="_blank">at@efficientip.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div dir="ltr"><div style="font-size:small;font-family:arial,helvetica,sans-serif">I've just created a new ticket at 4:24 PM on Tue with the user admin, and in the field Due: I got Wed 10:24 AM which is the Resolve time not the Response time of 15 min setted.<br>
</div><div style="font-size:small;font-family:arial,helvetica,sans-serif"><br></div><div style="font-size:small;font-family:arial,helvetica,sans-serif">
So, for us at the start the Due time is not what is expected.</div></div><div class="gmail_extra"><div><br clear="all"></div></div></blockquote><div><br></div></div><div>I don't know how else to explain it. SLA extension uses lists of Requestors to decide who is who. If you create a ticket as Admin with Admin user as requestor (this part is VERY important) of the ticket then Admin is the one who requested the ticket and then Reply deadline will be set. </div>
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<div><br></div><div> </div><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div class="gmail_extra"><div><div><div dir="ltr"><h4><b><font face="garamond, serif" size="4">Abdallah Tabi</font></b></h4>
<h4><font style="font-weight:normal" face="garamond, serif" size="4">Support Team - </font><span style="font-weight:normal;font-family:garamond,serif;font-size:large"><a href="mailto:at@efficientip.com" target="_blank">at@efficientip.com</a></span></h4>
<h4><img height="56" width="200"></h4><font face="garamond, serif"><b>4 rue de lŽAbreuvoir<br>92 400 Courbevoie<br>France<br><a href="mailto:at@efficientip.com" target="_blank">at@efficientip.com</a><br>
Tel : <a href="tel:%2B33%20%280%291%2075%2084%2088%2098" value="+33175848898" target="_blank">+33 (0)1 75 84 88 98</a><br>Fax : <a href="tel:%2B33%20%280%299%2057%2088%2009%2040" value="+33957880940" target="_blank">+33 (0)9 57 88 09 40</a><br>
<a href="http://www.efficientip.com" target="_blank">www.efficientip.com</a></b></font></div></div>
<br><br></div><div><div><div class="gmail_quote">2013/10/1 Ruslan Zakirov <span dir="ltr"><<a href="mailto:ruz@bestpractical.com" target="_blank">ruz@bestpractical.com</a>></span><br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
<div dir="ltr"><div class="gmail_extra"><div><br><div class="gmail_quote">On Tue, Oct 1, 2013 at 6:18 PM, Abdallah TABI <span dir="ltr"><<a href="mailto:at@efficientip.com" target="_blank">at@efficientip.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;border-left-width:1px;border-left-color:rgb(204,204,204);border-left-style:solid;padding-left:1ex"><div style="font-size:small;font-family:arial,helvetica,sans-serif">
Good afternoon,</div><div><div style="font-size:small;font-family:arial,helvetica,sans-serif">
<br></div><div style="font-size:small;font-family:arial,helvetica,sans-serif"><div style="color:rgb(34,34,34);font-family:arial,sans-serif;font-size:13px"><div><span style="color:rgb(80,0,80)">Thank you for your really quick answer !</span><br>
</div></div><div style="font-family:arial,sans-serif;font-size:13px"><div><div><br></div>Ok let me give you more information. </div></div></div></div></blockquote></div><br></div><span style="font-family:arial,sans-serif;font-size:13px">As I said, your testing setup is wrong. Ticket should have a requestor, in your case requestor is empty.</span><div>
<div style="font-family:arial,sans-serif;font-size:13px">
<br></div><div style="font-family:arial,sans-serif;font-size:13px">Let me show you two cases:</div><div style="font-family:arial,sans-serif;font-size:13px"><br></div><div style="font-family:arial,sans-serif;font-size:13px">
1) Staff A creates a ticket with requestor B and says "we talked on the phone, here is info you requested..."</div><div style="font-family:arial,sans-serif;font-size:13px">2) User B creates a ticket with himself as requestor and says "can I get some help"</div>
<div style="font-family:arial,sans-serif;font-size:13px"><br></div><div style="font-family:arial,sans-serif;font-size:13px">Do you see difference? What you're testing is closer to 1)</div><div class="gmail_extra"><br>
</div></div>To see how it works you need at least two users (with emails defined, this will make life easier) and either switch logins or use email integration. <span><font color="#888888"><br clear="all">
<div><br></div>-- <br>Best regards, Ruslan.
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</blockquote></div></div><span class="HOEnZb"><font color="#888888"><br><br clear="all"><div><br></div>-- <br>Best regards, Ruslan.
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