Time to solution after time to response

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annagawin
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Time to solution after time to response

Post by 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
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root
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Re: Time to solution after time to response

Post by root »

Hi,
annagawin wrote: 14 Sep 2020, 11:18 Hi everyone !
Is it possible to set the solution time to start, after the first response time has finished?
AFAIK only with custom development
annagawin wrote: 14 Sep 2020, 11:18 Now both times starts from the moment of a new ticket.

That's the definition in OTRS

- Roy
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annagawin
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Re: Time to solution after time to response

Post by annagawin »

What Does it mean AFAIK ONLY with custom development ??
wurzel
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Re: Time to solution after time to response

Post by 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.

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Re: Time to solution after time to response

Post by alexus »

It work by system design.
With our add-on you can stop escalation time for specified states.
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root
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Re: Time to solution after time to response

Post by 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
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

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alexus
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Re: Time to solution after time to response

Post by alexus »

Hi, Roy
root wrote: 16 Sep 2020, 20:00 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
root wrote: 16 Sep 2020, 20:00 Just suspending the escalation in a specific state is available for free
What do you mean?
Alexey Yusov

Production: OTRS CE ITSM 6.0.28 on CentOS 7 + Apache 2.4 + MariaDB 10.4.13 + Radiant Customer Portal

Radiant System OTRS Intergrator
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root
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Re: Time to solution after time to response

Post by root »

Hi,
alexus wrote: 16 Sep 2020, 20:49 So there will be no problems with reporting
No offense, just my personal experience.
alexus wrote: 16 Sep 2020, 20:49 What do you mean?
The EscalationSuspend add-on we provide wo/ costs.

- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

Do you need professional services? Check out https://www.znuny.com/

Do you want to contribute or want to know where it goes ?
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