Stop SLA while state=pending reminder?

[Ravikummary]

I have a query related to the pending reminder.

If a ticket is in pending reminder state the SLA clock should not be running, which means the SLA time should not be counted when it is in this state.

Can you suggest me how to do this?

Other than the pending reminder state the SLA should be running i.e., if ticket is in either new/open. Do we need to make any changes in "ticket.pm" file.

Please advise.

mod note: split topic because it didn't apply to original/escalation and would be better off in its own -- crythias

[daniel_c]

Hi,

this feature AddOn might be the solution:

Intermittent Escalations
This customization allows you to define ticket states that automatically pause the escalation. If a regular state is set for the ticket, the escalation(s) will be reactivated automatically.

http://www.otrs.com/en/solutions/subscr ... scalations

HTH,
Daniel

[Ravikummary]

Hi,

I am not able to see the compose anwer email link in my OTRS when i open a ticket (though i am the owner & responsible of that ticket) even after i configured POP3 and SMTP in OTRS.

Please help.

[Ravikummary]

Sorry to disturb, i got it myself..i did not include my queue in the response <-> queue admin filed!!!

[Ravikummary]

Hi,

I was trying to map the "Move" field and "Next ticket state" field in "note" and "priority" respectively.

I went to admin-> sys config-> ticket -> "Core::TicketFreeText" then updated the reuired filed and enabled them in the "Frontend::Agent::Ticket::ViewNote " and "Frontend::Agent::Ticket::ViewPriority ".

Though i can see them in the place where i configured, when i change the state or move ticket to other queue, its not getting reflected in the ticket.

For example: when ticket is in "new", then i change the state to "open", after which it should reflect in the ticket state. But it still shows as "new" only. the same goes with "Move" also, even i change the queue it shows the previous queue inly.

Please help me out of this.

[helper]

I have seen an article in one forum website, where the solution was proposed for stoping the SLA. Please check the link http://open-source-help.com/otrs/how-to-pause-the-sla/