Issue with SLA's bieng clocked

[kvytla]

Hi Everyone,

We have setup Sla's (non - Queue based) on the OTRS instance in our organization. The helpdesk is the place where services,SLA's and owners are assigned on tickets.

SLA's - High - 3 working Hours
Medium - 8 working Hours
LOW - 24 working Hours

The issue: When a user creates an email ticket, the Help desk will communicate to the user in case of an approval required scenario and will move the same to a pending approvals queue.
When the user receives the approval he attaches the same on the ticket.This is the juncture where help desk is assigning a SLA, Service and owner on the ticket.
The issue is that the clock on the ticket goes negative as soon as the help desk assigns the ticket to a desktop engineer for resolution as the approval usually takes a day or two.

Please suggest a way on how to have the SLA start from the time the heldesk assigns a SLA on the ticket

[jojo]

you need to spilt the ticket on approval and assign the SLA to the child ticket