Create new ticket type

[userICN2]

Hello everyone,

I have been trying to create a ticket type but I don't find where I have to do it.

What I want is to create a ticket type "on hold" "waiting for customer" or similar, where the ticket time stops. Is it possible?

I have another question... in which report can I see the total time of a ticket?

Many thanks!

[nedmaj]

I think what you need is a pending status (already available), not a new ticket type (tickets types are not meant for that).

To stop SLA clock for a ticket while pending, you have to install a add on from Znuny called Znuny4OTRS-EscalationSuspend.

Install the repo add on first, and then that other add on will be available for install.

https://znuny.com/#!/znuny4otrs

[wurzel]

Hi,

you need pending states. And (commercial) addons.

for example
https://www.otrs.com/otrs-business-solu ... n-suspend/


Florian

[userICN2]

I think what you need is a pending status (already available), not a new ticket type (tickets types are not meant for that).

To stop SLA clock for a ticket while pending, you have to install a add on from Znuny called Znuny4OTRS-EscalationSuspend.

Install the repo add on first, and then that other add on will be available for install.

https://znuny.com/#!/znuny4otrs

Thanks for the info! I have installed the plugin and I will test it in the next days.

On the other hand, in which report can I see total time of a ticket? I mean... I want to see how many hours a ticket has been in open state.

[wurzel]

Hi,

On the other hand, in which report can I see total time of a ticket? I mean... I want to see how many hours a ticket has been in open state.

AFAIK this is not possible with the statistic module. There is a commercial addon with freely selectable history entries
to achieve your goal
https://www.otrs.com/otrs-business-solu ... calations/

You might use direct SQL queries, too.

regards
Florian

[root]

Hi,
You might use direct SQL queries, too.

That's nonsense, with SQL queries the calendar settings are not honored.

[wurzel]

Hi,

you should be able to query via SQL the ticket history table including time stamps.
And from this count your ticket state open time.

I never said, this would be easy. But this is possible.

For myself, I don't have the knowledge to do this.


Cheers
Florian