What I'm looking for is a Ticket State, for example: "Waiting for User Information", where the ticket will be set on hold and this state will not add towards the escalation time calculation.
Can you guys help me out with this .
Ticket State that stops the escalation time (SLA) [SOLVED]
Moderator: crythias
Ticket State that stops the escalation time (SLA) [SOLVED]
Last edited by guillo on 24 May 2013, 00:05, edited 1 time in total.
OTRS V 3.0.7 Windows 2008 x64 going for 3.1.7
OTRS 3.1.12 on LINUX UBUNTU SERVER
OTRS 3.1.12 on LINUX UBUNTU SERVER
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jfhallee
- Znuny newbie
- Posts: 12
- Joined: 22 May 2013, 20:50
- Znuny Version: 3.2.4
- Real Name: Jean-Francois Hallée
- Company: Université de Sherbrooke
Re: Ticket State that stops the escalation time (SLA)
I think what youre looking for is here: http://www.otrs.com/en/software/otrs-it ... e-add-ons/ but if im right, I think you need to pay to get it. Check for the feature called "Escalation Suspend".
Re: Ticket State that stops the escalation time (SLA)
That's.... 
Is there a way to do it... for... free?
Is there a way to do it... for... free?
OTRS V 3.0.7 Windows 2008 x64 going for 3.1.7
OTRS 3.1.12 on LINUX UBUNTU SERVER
OTRS 3.1.12 on LINUX UBUNTU SERVER
Re: Ticket State that stops the escalation time (SLA)
Ok, so this is solved... Kind of.. I found this website with several FREE OTRS ADD ONS.
http://znuny.com/#!/addons
You guys should check them out
One of those free add on is the one that I needed
http://znuny.com/#!/addons
You guys should check them out
One of those free add on is the one that I needed
OTRS V 3.0.7 Windows 2008 x64 going for 3.1.7
OTRS 3.1.12 on LINUX UBUNTU SERVER
OTRS 3.1.12 on LINUX UBUNTU SERVER