SLA - Pending Auto - Closed ticket time

[Gonzalo]

Hi!

Initially the ticket flow that we followed was: open and close. Stats calculated well SLA time, if they had exceeded the time or not.

Now We follow the next steps: open - in process - pending auto close (*) - close . (*) We use that state when customer not reply if the incidents is closed for them, otherwise we skip this step.

I have recently configured pending auto close of tickets and everything seems to work perfectly. Tickets will change the state to closed if the customer will not reply in a week.

Now when you export Stats the SLA doesn't work. I understood that the problem is that pending auto close is type auto-pending instead closed. But if I configure as closed type the states doesn't change because both are closed types. Is there any way to know when the State change in process to pending auto? any fields is stats?

Thanks in advance

[Gonzalo]

Could someone help me in this topic?

[crythias]

not sure I can help you with this, and looks like nobody else would, or else you'd have a reply by now... viewtopic.php?f=53&t=14242