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
The behavior is described in the following bug entry:
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,
OTRS Certified Partner
ITSM Consultant / COO
(57) 301 284 6250
Cra 31 # 54-10 TECNOSOFT