How to stop Solution time in OTRS v4 (SLA)

[majo053]

Hi All

Can you please explain how should I stop the solution time in OTRS 4?

If we are waitng the customer feedback we need to stop the clock until they provide a feedback (in ticket state pending auto and pending reminder).

If the feature already there please let me know. Becuase we need to send reports to customers (solution time & response time). Is there any available a paid plugin?

Thank you

[Rooobaaat]

It's possible with a feature addon called Escalation Suspend but it's only available with a OTRS service contract. For more information see: https://www.otrs.com/feature-add-on/escalation-suspend/

If you have such a service contract, you're allowed to ask questions to the xxx ServiceDesk (how many questions per contract period depends on your contract level) and have many more benefits (e.g. OTRS Business Solution TM with Chat, Timeline-View and so on). If you need further information, feel free to contact me.