Hello, I have been able to configure, use and test diferent modules to stop or pause sla escalation on various versions of OTRS since 3.0. Including KIX4OTRS from CapeIT, EscalationSuspend from Znunny and others That part has worked for the purpose of not escalating the tickets, but I does not have any effect in OTRS Stats module, so if I create a report for the SLA compliment it will always count the time straight from creation to close based on the original SLA times and will tell me I missed the SLAs. Has any one have a succcess in modifying the stats module to take into consideration the pause times or at least can anyone share the queries to get the reports. I have done some querys, but DB is not my strenght and I have strugled with that for a while. Currently I am using otrs 3.3 and otrs 3.2 with mysql on CentOS. Best Regards -- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro@gridshield.net www.gridshield.net