How to stop Solution time (OTRS V 3.3.8)

[hasitha]

Hi All

Can you please explain how should I stop the solution time in OTRS 3.3.8 ?

If we are waitng the customer feedback we need to stop the clock until they provide a feedback.


If the feature already there please let me know is it link with reporting ? Becuase we need to send reports to customers (solution time & response time).

Thanks

[jojo]

https://www.otrs.com/feature-add-on/adv ... s/?lang=en

[reneeb]

http://opar.perl-services.de/dist/EscalationPlus-1.3.6 might be interesting, too.

[hasitha]

Hi Team

Thanks for the update & the mentioned details works with escalation. This not what I needed please.

But is there any fuctionality to temparary put SLA/Solution time put on hold (e.g. if we want any additional information from customer until customer provide feedback we shouldn't clock to be operated. because SLA might be breached if clocks going like this. For this requirement is there any solution in OTRS)

Thanks you

[jojo]

yes, the solutions already posted have the ability to stop the escalation. There is no built in functionality for this