Ability to put tickets on hold?

[HannahM]

Can anyone give me the information/point me in the right direction to view the code to create a custom state of "awaiting response from client" which stops the SLA clock?

E.g. 4 Hour Fix SLA

Ticket logged at 10am and responded to at 11am requesting further information from the customer which then does not get recieved until 4pm
Without putting this in to a pending state when awaiting feedback, the SLA would have been breached

I would like the ability to "stop the clock" when in this status for the purpose of being able to report on this

Thanks
Hannah

[icm3012]

HI

This is not possible in the community edition. But I have found what I think offers this as part of the support package as an enhancemnt feature, see this for more details http://www.otrs.com/en/solutions/subscr ... e-add-ons/ in the section ''Intermittent Escalations''. Not sure if it actually stops the clock, you need to contact OTRS for more info on this.

regards

Ian

[HannahM]

Hi
Thanks very much, thats exactly what i was after
Hannah