[SOLVED] How to stop ticket escalation

[fpaganel]

Hi,
Now when an agent set the "pending reminder" state the system stop only the counter of "Update Time" while the other two counters (First Response Time and Solution Time) go ahead.
how to stop ticket escalation by setting pending reminder state?

Thanks in advance

Regards
Francesco

[StefaniaS]

Hello,
I have the same problem with the 'pending reminder' state.
Actually I have set the SLA for ticket, but I want that the escalation notification are not send when the ticket is in a pending state. How can I stop the escalation time counter when an agent set the ticket to 'pending reminder'?

Thanks,
Stefania

[jojo]

you need an additional feature add on available to support customers only

[StefaniaS]

We have solved the problem with a workaround.
We use a generic agent that associate a 'fake' SLA to all the tickets that are in a pending state, and than another one that reset the original situation.

Thanks,
Stefania