Hello Hauke,

Thanks for addressing the issue to your team. Our customer's productive envonment has OTRS 2.4.7 with ITSM 2.0.91. Should we upgrade to 92 or 93? These are the newest found at ftp://ftp.otrs.org/pub/otrs/itsm/bundle21/

Thanks again,

Leonardo Certuche
ITSM Consultant / COO
(57) 301 284 6250
Cra 31 # 54-10 TECNOSOFT
Medellín, Colombia

2010/9/15 ((otrs)) Team <partner@otrs.com>
Hi Leonardo,

I called Manuel Hecht and asked him to take a look at the code you have sent. I'll get back to you immediately when I received his feedback.

One question: does your customer have OTRS ITSM 2.1.0 beta in productive use?




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09/09/2010 18:35 (+2) - Leonardo Certuche wrote:
I'm writing regarding an OTRS behavior that we've been dealing with some workarounds but that now is about to give us problems (both to us and to our customers)
The behavior is described in the following bug entry: http://bugs.otrs.org/show_bug.cgi?id=5915
We really like OTRS as well as our customers but this little detail is giving us headaches. If escalation times are reset when tickets are closed by default, how are we supposed to have reports from the past with information about SLAs?
I know you guys have your development roadmap and you want to keep up with it but I've seen several complains regarding this behavior, it's just a matter of making optional the reset of those times by SysConfig, giving the user the chance to decide whether he wants those times reset or not.
Thanks in advance,
Leonardo Certuche
OTRS Certified Partner
ITSM Consultant / COO
(57) 301 284 6250
Cra 31 # 54-10 TECNOSOFT
Medellín, Colombia