I would just want to ask if it is possible to reset the solution time after changing an open state type?
Because our company wants to track the handling time of the ticket from the created ticket time until the resolved time.
We have different kinds of state, before reaching resolved then closed state.
Sample New -> client feedback -> escalated PSG -> resolved -> closed
The problem is what if the customer is not answering our agent's call but the timer of the solution time is still running that's when the agent
change the state as client feedback then they will get back to the customer after minutes. We would want to reset solution time after
changing ticket state as client feedback, is it possible to reset solution time?
There is an add-on for freezing the escalation time which is http://opar.perl-services.de/package/E/ ... Escalation.
But the problem is, it is for OTRS 3 but i'm using otrs 5. Is there an add on for this issue?
Please help me to figure out this one.
Thank you
