Hi Marc,
 
I'm afraid OTRS currently does not have such a functionality. We have an enhancement request for it and are considering it for inclusion in future versions.
(http://bugs.otrs.org/show_bug.cgi?id=3158)

If you'd need this option sooner, feel free to contact enjoy@otrs.com to discuss what we can do for you on a commercial basis.

((enjoy))
-
Michiel Beijen
R&D

OTRS AG
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61352 Bad Homburg
Deutschland

T: +31 (0) 6457 42418

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On Sat, Nov 14, 2009 at 10:37 AM, Guyard Marc NIS <M.Guyard@orange-ftgroup.com> wrote:
Hi,

I use Otrs since many month and i want to use a new function but i
don't Know if exist.
Is it possible to frozen a ticket who frozen the sla too?

For example in a ticket open by a customer at 02:00 PM with a 1 hour
sla, i want to frozen sla when i request information to customer. Sla
restart when customer reply.

Thanks by advance for you reply.

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