Hi Priya,
Does this mean that the Last Update Time will only be
updated if the Technician replies to the Requester via the Service
Desk portal?
Our customers do not have logins to our ServiceDesk, so all their
updates arrive via emails.
So....
If Technician or Requester only use emails to update tickets
- the 'Last Update Time' field is not updated?
When looking at the Requests queue, it could be misleading if the
ticket has been updated but the Last Update Time has not.
Thanks,