Custom Status "Waiting for Customer"

davidbann · Post by **davidbann** » 20 Sep 2010, 13:52

Hi,

I see that I can create custom status by going to the "Status" section in the admin area. I would like to create a new status called "Waiting for Customer" - if a ticket is in this status, then the escalation time should NOT be counted. Is this possible? Which status type should I use, or would I have to create a custom status type as well?

davidbann · Post by **davidbann** » 21 Sep 2010, 16:36

Guidance would be very much appreciated - this is causing a problem in our support system because agents often need to wait for customers to provide additional information. While we wait for this information, the SLA solution time is reached very quickly. By rights, the SLA solution time should only be "clocked" while the responsibility lies with the agent...

Any suggestions?

ferrosti · Post by **ferrosti** » 23 Sep 2010, 11:25

Just create this status and in the Core::Ticket section you should place it in the pending state section.

davidbann · Post by **davidbann** » 23 Sep 2010, 11:44

ferrosti wrote:Just create this status and in the Core::Ticket section you should place it in the pending state section.

Thanks - should I use type "pending auto" or "pending reminder"?

ferrosti · Post by **ferrosti** » 23 Sep 2010, 14:00

Pending auto is for automatic ticket close when time has elapsed.

So you should rather take pending reminder.

davidbann · Post by **davidbann** » 23 Sep 2010, 15:14

Thanks I will give it a try.

My concern is that in the OTRS documentation it states that "Time spent by the ticket in this status will still add towards the escalation time calculations." (http://doc.otrs.org/2.4/en/html/c1964.h ... predefined)

I will test it though, and hopefully the documentation is wrong

ferrosti · Post by **ferrosti** » 23 Sep 2010, 16:16

I´d rather rely on the doc than on my post in this case.

davidbann · Post by **davidbann** » 30 Sep 2010, 09:29

I've tested and can confirm that the calculation of escalation dates/times are not "paused" when in a pending status... Regardless of the status of the ticket, the escalation calculations always keep ticking away. So even if an agent is at the mercy of the unresponsive customer, we may still miss our SLA's.

Does anyone else have any ideas on this one? This seems like a real basic requirement for SLA measurement... There must surely be a way to "pause" the SLA escalation calculations if the ticket is in a specific state?

I'm sure I can't be the only or first person to need this sort of functionality?

Post by **jojo** » 30 Sep 2010, 09:43

SLAs normally won't stop for pending, pecause everbody will set his ticket than to pending.

davidbann · Post by **davidbann** » 30 Sep 2010, 09:56

jojo wrote:SLAs normally won't stop for pending, pecause everbody will set his ticket than to pending.

That's a very good point - Perhaps I have been looking at this the wroing way... Thanks for the response

Post by **jojo** » 30 Sep 2010, 10:05

A lot of our clients using a workaround like this:

If a customer has no time for the fix of the incident they will close the ticket and open a service request ticket (without Solution Time SLAs) or they will change the SLA on the ticket to the one for the service request

davidbann · Post by **davidbann** » 30 Sep 2010, 11:54

That makes perfect sense - thanks again for the input - very helpful!

Znuny and ((OTRS)) Community Edition

Custom Status "Waiting for Customer"

Custom Status "Waiting for Customer"

Re: Custom Status "Waiting for Customer"

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Re: Custom Status "Waiting for Customer"

Re: Custom Status "Waiting for Customer"

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Re: Custom Status "Waiting for Customer"