stoping the repsonse timer
What action is required to stop the response timer?
I have created a ticket that has a response time of 1 hour.
for a test I open that ticket and do the following actions...
1. Actions > Pickup
and/or
2. Add a work log
But i STILL receive and email stating :
This is a warning notification for a first response time getting overdue at......
what is the action that prevents this? please tell me that the help desk staff don't have to go into Action > stop timer every time.....
what is the action that prevents this? please tell me that the help desk staff don't have to go into Action > stop timer every time.....