Custom DueDate based on calendar

[morel]

Hello,

We are dealing with Level1 support managed internaly and Level 2 and 3 with contractors.

SLA are based on ticket creation so we cannot use them to check SLA negotiated with contractors; otherwise we could reset SLA when moving the ticket to the contractor queue. But this not an option in OTRS.

So my solution would be:
1 - set a date dynamic field ReferenceDate when we move the ticket to the contractor Queue. This will be the reference date/time for contractors activity.
2 - based on SLAs or by code calculate the DueDate. The calculation must take into account the working hours of OTRS calendar defined.


My questions are the following:
1 - can we set the value of a fields on ticket move to a specifc queue?
2 - Is there an existing function to calculate Duedate based on SLA? and based on calendar working hour? maybe an SQL function like standard dateadd?

[root]

This needs custom development of an event module.

[morel]

Ok so we decided to use the split function.
So that when I need to send ticket to contractors it create a copy of existing ticket with SLA reset.

Is there a way to close parent ticket on child close or at least inform parent owner that child is closed?
Shall we better use master slave module?