SolutionTime calculation

[jdelvecchio]

Hi,

I'd like to calculate the SolutionTime and the ResponseTime for each ticket based on some parameters.
For example; if a ticket was in a state "waiting for customer's response", the SolutionTime must be calculated by substracting the time during the ticket was in that state.
Here's an example :
-A customer opens a ticket
-We need more info from this customer in order to close the ticket --> we put the ticket in "freeze" state
-The SolutionTime counter must NOT be incremented during the time the ticket is in this "freeze" state
-Customer gives us the information, we change the state to "open" then continue working on the ticket
-We close the ticket once all is ok, SolutionTime is calculated.

Is there a way to implement this fonction : Calculate SolutionTime in a specific way, like in the example ?

Best regards,

Julien D.

[RStraub]

Tried any of these ?

http://znuny.com/d/Znuny4OTRS-Escalatio ... -1.9.0.opm
http://opar.perl-services.de/dist/EscalationPlus-1.3.6
https://otrsteam.ideascale.com/a/dtd/So ... 3644-10369
http://www.otrs.com/otrs-business-solut ... 2/?lang=de

[jdelvecchio]

Thanks for your reply, i've tried them and all of these are for otrs 3, i've upgrade to otrs 4.0.9 and cannot use them.

Do you know some other websites where I could find otrs packages ?
I've been searching on otrsaddons and opar.

Regards,

JD

[RStraub]

Hah and there I thought it would help, as your Info says you're using 3.x

It seems they weren't continued to 4.x as you said - though I'd bet the OTRS feature add-on is ported.

In that case you are out of luck if you cannot develop something for yourself or don't want to pay for it.