STOP sla timer when PENDING state.

joserribeiro26 · Post by **joserribeiro26** » 30 Jan 2012, 20:51

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.

Post by **jojo** » 30 Jan 2012, 23:33

http://www.otrs.com/en/solutions/subscr ... n-suspend/

joserribeiro26 · Post by **joserribeiro26** » 31 Jan 2012, 13:45

jojo, Thanks.

Any other solution?

Regards.

Post by **jojo** » 31 Jan 2012, 14:42

No, just via development

joserribeiro26 · Post by **joserribeiro26** » 31 Jan 2012, 14:50

Thanks !

Znuny and ((OTRS)) Community Edition

STOP sla timer when PENDING state.

STOP sla timer when PENDING state.

Re: STOP sla timer when PENDING state.

Re: STOP sla timer when PENDING state.

Re: STOP sla timer when PENDING state.

Re: STOP sla timer when PENDING state.