Hello Fabio,
did you get an answer from OTRS support team on your question?
If yes, could you forward it to me please?
Kind Regards,
Matas Labasauskas
On 14/01/2008, Fabio Paracchini
Hi folks,
how is a ticket on "pending" impacting on SLA ?
I have a ticket with a "Solution time" SLA of 2 days, and I put it on "pending" for 7 days: OTRS says that solution time will arrive in 2 days, but I would expect it to expire in 2+7 days, it seems that "pending" does not stop the clock.
Is this the designed behaviour ? And, if so, how can I customize OTRS to keep track of "pending" ?
Thank you in advance
Fabio
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