Put ticket on hold (stop the clock)

[morecw]

Hello all,

sorry if this an old question but there does not seem to be an answer for it yet. Is it really not possible to put a ticket on hold? With the standard installation of OTRS (3.1.6) there doesn't seem to be any way of doing this.

Situation 1. I'm waiting on a response from a customer who's on holiday for 2 weeks.
Situation 2. This ticket is a wish type and there is no specific date when this will be answered and the ticket closed.

For situation 1. I could put the ticket into Pending however according to the manual this state still counts towards the escalation time calculation - this I don't understand as it is not the fault of the agent if the customer is unavailable.
For situation 2. For wishes, we don't promise any exact solution time and as with situation 1. I do not want to leave a potential escalation time of maybe a month to build.

So for both scenarios I would like to effectively "stop the clock". Could you please explain how this is done?

Many thanks!

[jojo]

for second one, don't use a SLA assigned to this ticket or Queue.

There is a Feature Addon OTRSEscalationSuspend available for Subscription Customers of OTRS.com

[morecw]

for second one, don't use a SLA assigned to this ticket or Queue.

There is a Feature Addon OTRSEscalationSuspend available for Subscription Customers of OTRS.com

OK, you mean there's absolutely no way to hold a ticket without investing in a subscription?

[Giulio Soleni]

For situation 2 - as jojo already told you - do not use SLA for Queue.
For situation 1, maybe you could define a subqueue named e.g. "suspended tickets" without any SLA defined for it, and move the pending tickets there.
You should be aware, however, that this "workaround" does not stop or suspend the escalation clock and if you move back the ticket to the previous queue you may found the escalation has expired.

Otherwise, you have to use the OTRSEscalationSuspend addon.

HTH
Giulio

[morecw]

For situation 2 - as jojo already told you - do not use SLA for Queue.
For situation 1, maybe you could define a subqueue named e.g. "suspended tickets" without any SLA defined for it, and move the pending tickets there.
You should be aware, however, that this "workaround" does not stop or suspend the escalation clock and if you move back the ticket to the previous queue you may found the escalation has expired.

Otherwise, you have to use the OTRSEscalationSuspend addon.

HTH
Giulio

To acquire OTRSEscalationSuspend my company would have to pay over 5000€ (to be upgrade safe). Simply to put a ticket on hold, my Director will never pay that!

Thanks for the workaround, it's not ideal but it seems to be the best we can expect without purchasing subscription

[nedmaj]

I would suggest:

https://github.com/znuny/Znuny4OTRS-EscalationSuspend

[]s

[geri]

I would suggest:

https://github.com/znuny/Znuny4OTRS-EscalationSuspend

[]s

What happened to this addon?

[cryptoroot]

I tested that add-on but doesn't work for geri's purpose. It doesn't stop times and are not reflected in stats. The only way is OTRSEscalationSuspend and you have to pay. I have the same problem, my Director don't want to pay that amount for a feature. Also, if you pay support for one year, just for that year you can use the feature, after that time, that feature is disable, according OTRS Mexico, the representative in Latin America.

[reneeb]

Maybe http://opar.perl-services.de/dist/EscalationPlus-1.3.6 can help... or you hire an OTRS developer to develop an addon for your needs...

[geri]

I would suggest:

https://github.com/znuny/Znuny4OTRS-EscalationSuspend

[]s

What happened to this addon?

I meant that addon is not available on that URL, and no even listed on http://znuny.com/#!/addons

[reneeb]

It seems that znuny doesn't support that addon anymore. On OPAR (http://opar.perl-services.de/dist/Znuny ... pend-1.8.1) there is only a version for OTRS 3.1.x

[nedmaj]

Install Znuny4OTRS repo first:

http://portal.znuny.com/api/addon_repos ... 309/latest