Pending reminder and escalations

[pandeylalitm]

Hi,


I seen the below link to change the solution time escalation/SLA for the tickets in pending reminder state using "Additional ITSM fields" "Repair start time" and "Recovery start time" which require the change in ticket.PM and AgentTicketAddtlITSMField.pm.

http://www.mail-archive.com/otrs@otrs.org/msg25544.html

But this solution is taking
Response Rime = "Recovery start time" + SLA

It should be like
SLA lapsed minutes = Created Time - "Repair start time"
Response Rime = "Recovery start time" + SLA - SLA lapsed minutes

Can someone please send me the code for this.

Regards
Lal