Pause SLA

[diegosousatte]

Good afternoon, I would like to know if you have to pause the SLA of a ticket, because the service depends on third parties, SLA time will continue counting, that is, wanted to create a mode called stick with status "pending third-party return."

thank you.

[wurzel]

Hi,

you need a (commercial) add on on for this.
Try otrs.com or other sources for Escalation Suspend.

Flo

[freeman77]

So in order to pause the time for a ticket you need an 'OTRS Bussiness Solutions' support contract (+$30K/year), that way you can use the Escalation Suspend "freely selectable" feature.

https://www.otrs.com/otrs-business-solu ... n-suspend/

[rvaldomir]

we have developed a module for that with otrs365.com guys, I you want send me a pm with you email and i will put you in touch