Stop SLA.

[vfisher]

Hello friends!

I would like to understand some best pratices using SLAs in OTRS.

How do you control the SLA when tickets are pendding with clients, or when we need a external help, for example when we work with external support.

Thanks!

[wurzel]

Hi,

that depends on your support contracts. Some of your topics may stop an SLA time, some others are running... A generic
answer is not possible here.

complex SLA/Escalation settings is not easy and not possible without Add Ons. (OTRS Escalation Suspend or Advanced Escalations)

Florian

[reneeb]

And there's a free addon: http://opar.perl-services.de/dist/EscalationPlus

[wurzel]

Hi,

ui I did not know this...

Flo