We use the escalation suspend feature when placing a ticket on Pending Customer. I have confirmed that the SLA is paused on a ticket by testing this on the ticket view. However, when I run a report from OTRS, I output the SolutionDiffInMin to identify what closed tickets achieved SLA, I have discovered that tickets which were put into escalation suspend are showing on the report with a minus figure indicating an SLA breach.
Basically, the report outputs are not taking into account the suspended time.
Has anybody else come across this issue?
Escalation Suspend not reflected in reports
Moderator: crythias