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[tarnalcock]

Hi Guys,

I have an issue with my OTRS in that I get almost 3 emails a day - per open ticket regarding escalations etc - to each of my agents. This means about 54 emails to each agent, regarding escalations alone. We initially brainstormed the timing for first responses updates and solutions but soon realised that they were not feasible. So I have upped these again. Still not feasible.

Is there any way I can pull stats of all closed tickets and get an average time for first responses, updates and solutions? This way I can see if they fit with our workflows and adjust accordingly.

Also is there a way to freeze a ticket i.e. client has a new feature request, this gets planned for roll-out 6 months from now, time should freeze until then.

[jojo]

SLA times are typically not based on your average times but on business needs.

For Feature Requests you should not use escalations, so use a special SLA or a special queue for this