Time to solution after time to response

[annagawin]

Hi everyone !
Is it possible to set the solution time to start, after the first response time has finished?
Now both times starts from the moment of a new ticket.

response.solution time.png

[root]

Hi,

Hi everyone !
Is it possible to set the solution time to start, after the first response time has finished?

AFAIK only with custom development

Now both times starts from the moment of a new ticket.

That's the definition in OTRS

- Roy

[annagawin]

What Does it mean AFAIK ONLY with custom development ??

[wurzel]

Hi,

OTRS Free or ((OTRS)) Community Editions usually measures escalation times from ticket create time stamp only.
You can not hold, start, restart, resume or something else.

For this you need (commercial) add ons. For your requirement, the only add on I know is Advanced Escalations from xxx, maybe there are others I do not know that fullfills your requirements.

What Does it mean AFAIK ONLY with custom development ??

to summarize here: You have to pay for it.

Cheers
Flo

[alexus]

It work by system design.
With our add-on you can stop escalation time for specified states.

[root]

Hi,

Whatever the add-on is, it's always not only the suspension of a state to prevent escalation. There's also a reporting possibility needed, which is not solved by just measure the difference between the first response and solution because the work time calendar needs to be considered. Just suspending the escalation in a specific state is available for free, everything else not.

- Roy

[alexus]

Hi, Roy

Whatever the add-on is, it's always not only the suspension of a state to prevent escalation. There's also a reporting possibility needed, which is not solved by just measure the difference between the first response and solution because the work time calendar needs to be considered.

Our add-on freeze escalation and recalculate it based on current SLA calendar. If there is a possibility of correlation between states and escalations, this will work. Also, our addon store actual escalation values to dynamic fields and additionally to a separate table. So there will be no problems with reporting

Just suspending the escalation in a specific state is available for free

What do you mean?

[root]

Hi,

So there will be no problems with reporting

No offense, just my personal experience.

What do you mean?

The EscalationSuspend add-on we provide wo/ costs.

- Roy