Stop Time of Ticket counting - SLA

[thiagoemanoel]

Hi guys , look . .

I'm using OTRS Version 5 at my Work , Now as per their requirement we need to investigate how to put a ticket in
Stop Clock so that SLA clock stops on the ticket when its state is changed
from Open to Hold/Awaiting response from client?. As this is creating a lot
of problems and the SLA is not been implemented properly.

is possible make this ?

[alexus]

You can't stop SLA in OTRS Free unfortunately. You need add-on for this functionality. As far as I now there is no such a free module. You need to buy OTRS Business or you can order the add-on from us.

[reneeb]

If you know some Perl and OTRS, you could port http://opar.perl-services.de/package/Z/ ... ionSuspend or http://opar.perl-services.de/dist/EscalationPlus-1.3.6 to OTRS5

[alexus]

you could port http://opar.perl-services.de/package/Z/ ... ionSuspend

We have already done it for OTSR 4. It works incorrectly when counting a factual time of escalation stopping.
We decided not to waste time for trying the second one We developed our own module.

[wurzel]

Hi,

We have already done it for OTSR 4. It works incorrectly when counting a factual time of escalation stopping.
We decided not to waste time for trying the second one We developed our own module.

you want to share your development? This would be nice as this is a open source community.
Or you do a pull request on github. thanks

Cheers
Florian

[rvaldomir]

contact otrs365.com the already developed this for me and it is not expensive.

Also if you want I can introduce them to you, just send me an email to my personal address.

[alexus]

you want to share your development? This would be nice as this is a open source community.

We will share this add one in 3-4 weeks.

[Charmacas]

Great! I am looking forward to this addon. What will it exactly do? What's the difference to EscalationSuspend?

By the way Znuny already ported EscalationSuspend to Framework 5 but it's not in here. You have to implement the repository from them in OTRS and then the package can be found in there.

[rvaldomir]

Otrs365 sla stop can deal with more than one calendar for one sla, those calendars can be applied in special time frames. Also deals perfect with weekend time and non business hours. Also, they can save the information on ticket table so you can run a SQL to calculate sla average, resolution time, or whatever.

[nedmaj]

Try Znuny Escalation Suspend add-on. It's free and already ported to OTRS version 5.

[vinesh]

You can also try below Addon freely for otrs version 5, it works perfectly but in ticket information of the ticket SLA shows future date where it suppose to show SLA SUSPENDED text.
http://complemento.net.br/works/slastop-5-0-1/

[rvaldomir]

That bug is fixed in otrs365 plugin