HI
I was wondering if any one has been able to pause the solution time.
The scenario is as follows, a ticket gets logged, service is selected and Sla is chosen.
The first response, Update and Solution time is now added to the ticket, But lets say, we want to change the state to "waiting for feedback", we need the solution time to be paused.
I have searched the depths of the net for a solution, and have come up empty handed, The work around wolfgang suggested (http://www.mail-archive.com/otrs@otrs.org/msg25544.html) sort of works, but its not what i am looking for.
I purely want a mechansism, where if state type = pending the solution time clock pauses.
your help is appreciated.
Pause solution timer
Moderator: crythias