Ticket types

[pacal]

Hi Guys,

I created two ticket types " bugfix " and " Incident " that ones are subject to SLA with our clients that means the time elapsed from the state "Open" to "Closed successfully" is very important and must be appear in my statistics.
Now, I created a new state named "wait for information" because in some cases we have to receive more information from them to resolve the issue. As we are waiting an answer, and we changed the ticket state to "wait for information" I would like to cancel the time counter until the ticket state change back to " open ". Is it possible to do that?

Thanks,
Pacal

[wurzel]

Hi,

you need a (commercial) add on for this. Please search in the forum for escalation suspend

Florian