SLA vs calendar -working hours- [solved]

[rvaldomir]

Hi,

We have configured and linked SLAs to Calendars, our SLA are stamped by a job from the DB generic agent (the job stamps the SLA to a ticket depending on its severity).

If a ticket is created out of our working hours, the SLA is assigned correctly but the first response, update and solution time are counted and should not be counted.

I need to stop SLA if the ticket is out of working hours.

[rvaldomir]

any help? any tip?

[crythias]

SLA doesn't pause. There's an add-on for OTRS subscription customers and I hear that a popular third-party module has support for this, but I don't use it and can't attest to its usefulness. (This is neither an endorsement nor a warning).

[rvaldomir]

thanks, but...

if you cannot stop sla why you can link a sla to a calendar (day time)?

[crythias]

You ask me? I can't answer effectively. I'll give you the *obvious as it looks to me* answer: Because maybe an business is 24 hours and they charge more after 7pm... ? (Think plumbing/air conditioning, perhaps).

[rvaldomir]

Solved with custom development