Stopping the pending clock for Pending states

sri115 · Post by **sri115** » 14 Jul 2014, 11:31

Hi,

There is a scenario where i need to stop and start the clock for tickets in pending state. Any suggestions or solution is much appreciated.

Srivatsan R

cryptoroot · Post by **cryptoroot** » 23 Jul 2014, 00:04

I am in the same problem. Anyone knows the way to stop the time in specific ticket state?

jojo · Post by **jojo** » 23 Jul 2014, 00:08

please be more specific what kind of clock/time you wan't to stop

cryptoroot · Post by **cryptoroot** » 23 Jul 2014, 00:35

In my case I have 3 States what I want to use to stop the time of any SLA (Suspended waiting for part, Suspended for emergency and Waiting customer's response), new state types were created or customized. A real case is when I resolved a problem and I'm waiting for customer's response before to close the ticket, I don't want that time between 2 states be added.

reneeb · Post by **reneeb** » 23 Jul 2014, 08:58

Why did you create new state *types*? Why didn't you use "pending" type? The types that pauses the escalation are hard coded in the sources.

Maybe http://opar.perl-services.de/dist/EscalationPlus-1.3.6 is interesting for you.

cryptoroot · Post by **cryptoroot** » 25 Jul 2014, 03:53

Thank you reneeb, finally I installed Znuny4OTRS - Escalation suspend. After I had created the new types, I think in use only pending, but anyway, I found a solution.

Znuny Open Source Ticketsystem

Stopping the pending clock for Pending states

Stopping the pending clock for Pending states

Re: Stopping the pending clock for Pending states

Re: Stopping the pending clock for Pending states

Re: Stopping the pending clock for Pending states

Re: Stopping the pending clock for Pending states

Re: Stopping the pending clock for Pending states