Ticket solution time

[Mindaugas]

Hello,

I am using a different ticket state types (example: open, new, pending reminder, pending auto). Every type has its states ( example: pending supplier, pending customer and others).
I want to calculate a solution time of the every ticket.
When the ticket is open than a ticket should calculate a time else case not (a time is only in works hours). Is it a some possible in OTRS free?

[Mindaugas]

Or use only SQL query for it?

[hkshetty]

Is your query about stopping the SLA clock (solution time) when ticket is in pending state etc? If yes, then as far as I know this is achievable via installing feature add-on named "Escalation Suspend".

To get this feature add-on, you need to buy a support contract (annual) with OTRS group. I am not sure if there is any alternate way to achieve this without using the feature add-on. Our seniors / experts in this forum, should be able to comment / advice further

Have a nice day!

[rvaldomir]

we have developed a feature to stop SLA time counting for certain states with the guys from otrs365, now we can count solution time only when the sla is "running" (open or new state)

[cryptoroot]

Did you develop this feature only modifying time.pm ? I need to do something like that to generate a report with the real durations

[rvaldomir]

I didn't checked itas I stated before we paid for this solution and the guys from otrs365 developed it