How to set reminder SLA for a reopened ticket

[kannansoundararajan]

I have a scenario wherein the SLAs are measured correctly till the time the ticket is closed. If the ticket is reopened, then i dont see that the SLA mechanism is triggered again..meaning if my ticket was closed with 3 hours remaining in my Solution TIme but if the customer reopens the ticket, i would like the SLA to show as 3 hours pending.. Is this possible in OTRS.. Can you kindly let me know..

Thanks,
Kannan

[jojo]

no, that is not possible. Closed is solved.

[kannansoundararajan]

Thanks Jojo for your prompt response.

Is it possible at all to stop and start SLA based on a ticket status? For example, if i place a ticket in "Pending Customer Verification" with type as "open" SLA clock stops and then starts again if i change the status to anything else? Is this configuration possible? Please let me know.

Thanks,
Kannan

[jojo]

For this an additional feature add on available for subscription (support) customers is needed

[kannansoundararajan]

Thanks Jojo. Can you please point me to a link where additional information about this feature will be available?

Thanks,
Kannan

[jojo]

www.otrs.com