nobody ?
You'd have to change the definition. That time is just the time between when the ticket was opened and now. You could probably change the calculation in the code, but I believe the intention in this case is to just administer the time spent on a ticket in the textbox that is available for this purpose.
So i've don't find a solution a this time.... In fact the problem appear often. For example, a customer queue with 120 minutes in solution time atrribute (according with the customer contract) --> the customer send a mail --> the mail goes to the specific queue --> SLA start, solutime start to count down --> an agent respond, "blablabla check please, i'm waiting for your answer in 30min, i put your ticket in "waiting mode" (ie: pending auto open) --> solution time continue to count down....... the customer respond 2 hours later.... the SLA count down finished since 1 hour...... And there are a lot off ticket in this state because i can't find anyway to stop the solution time count down.... there is no approch ? nobody in my case ? thx in advance, Regards, Damien BASTIE
Nils Breunese.
Le 23 oct. 07, à 19:14, Damien BASTIE a écrit :
Hi,
There is any way to stop solution time accounting ?
For example i have a queue with the solution time parameter set at 120 minutes, but if an agent is waiting a phone call, how can he "pause" the ticket to prevent decrease of solution time ?
Thanks in advance,
Regards,
Damien BASTIE
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