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.
Time to solution after time to response
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Time to solution after time to response
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Re: Time to solution after time to response
Hi,
That's the definition in OTRS
- Roy
AFAIK only with custom development
That's the definition in OTRS
- Roy
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Re: Time to solution after time to response
What Does it mean AFAIK ONLY with custom development ??
Re: Time to solution after time to response
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.
Cheers
Flo
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.
to summarize here: You have to pay for it.What Does it mean AFAIK ONLY with custom development ??
Cheers
Flo
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OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
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Re: Time to solution after time to response
It work by system design.
With our add-on you can stop escalation time for specified states.
With our add-on you can stop escalation time for specified states.
Alexey Yusov
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Re: Time to solution after time to response
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
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
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 ?
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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- Znuny wizard
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Re: Time to solution after time to response
Hi, Roy
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 reportingroot 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.
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
RS4OTRS marketplace
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((OTRS)) Community Edition - what next?
Production: OTRS CE ITSM 6.0.28 on CentOS 7 + Apache 2.4 + MariaDB 10.4.13 + Radiant Customer Portal
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((OTRS)) Community Edition - what next?
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Re: Time to solution after time to response
Hi,
- Roy
No offense, just my personal experience.
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 ?
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 ?