The Response and Resolution SLAs are not pausing when tickets are moved to the configured states: Pending, On Hold, Resolved, and Closed.
As expected, the SLA should pause automatically in these states. Please find the attached screenshot for reference. This is a major issue, as it leads to incorrect SLA calculations.
SLA not paused
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gopalakrishna
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SLA not paused
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tobibueck
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Re: SLA not paused
Hi,
stock Znuny/OTRS does not pause first-response / solution time just because the ticket sits in Pending / On Hold / Closed. The clock follows the SLA calendar (working hours) and escalation index, not "pending equals freeze" unless you built that.
Closed usually stops further escalation updates, pending reminder often does not freeze solution time. Custom states named "On Hold" only pause if their state type is actually pending (or closed), not if they are type open with a fancy name.
Check:
Admin → States: type of Pending / On Hold / Resolved / Closed.
SLA → calendar (24/7 vs business hours). A 24/7 calendar never "pauses" overnight.
Ticket → Escalation: whether you expect calendar pause or a real suspend (that second one is usually custom / Generic Agent + a time accounting field).
If you paste the state types (not only the names) and whether the SLA calendar is 24/7, it's easy to say if this is config or a missing feature.
stock Znuny/OTRS does not pause first-response / solution time just because the ticket sits in Pending / On Hold / Closed. The clock follows the SLA calendar (working hours) and escalation index, not "pending equals freeze" unless you built that.
Closed usually stops further escalation updates, pending reminder often does not freeze solution time. Custom states named "On Hold" only pause if their state type is actually pending (or closed), not if they are type open with a fancy name.
Check:
Admin → States: type of Pending / On Hold / Resolved / Closed.
SLA → calendar (24/7 vs business hours). A 24/7 calendar never "pauses" overnight.
Ticket → Escalation: whether you expect calendar pause or a real suspend (that second one is usually custom / Generic Agent + a time accounting field).
If you paste the state types (not only the names) and whether the SLA calendar is 24/7, it's easy to say if this is config or a missing feature.