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 Norsk-Data-Str 1. 61352 Bad Homburg Deutschland T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer CU@ IIR Service Desk Forum in Mainz (Germany)http://www.otrs.com/en/news-and-press/news-details/article/translate-to-engl...and get to know more about OTRS at booth no. 12 from Nov 24-25, 2009! 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.

Send with my iPhone --------------------------------------------------------------------- OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/