Hello !
We have OTRS instaled on our server, so, we need to configure SLA timer to STOP when the ticket state is changed to PENDING.
For exemple:
The users opened a ticket for a remote service on your PC.
We reply with a IP, USER and PASSWORD request, setting the PENDING state.
The ideal is STOP de SLA time counter until de user send us the information.
This is critical for us, but we could not find this resourse.
Plese help us.
Thanks a lot.
STOP sla timer when PENDING state.
Moderator: crythias
-
- Znuny newbie
- Posts: 43
- Joined: 26 Jan 2012, 16:04
- Znuny Version: 6.4
- Real Name: José Ribeiro
- Company: Service Up - Consultoria ITSM
- Contact:
Re: STOP sla timer when PENDING state.
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
-
- Znuny newbie
- Posts: 43
- Joined: 26 Jan 2012, 16:04
- Znuny Version: 6.4
- Real Name: José Ribeiro
- Company: Service Up - Consultoria ITSM
- Contact:
Re: STOP sla timer when PENDING state.
jojo, Thanks.
Any other solution?
Regards.
Any other solution?
Regards.
Re: STOP sla timer when PENDING state.
No, just via development
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
-
- Znuny newbie
- Posts: 43
- Joined: 26 Jan 2012, 16:04
- Znuny Version: 6.4
- Real Name: José Ribeiro
- Company: Service Up - Consultoria ITSM
- Contact: