Hi all,

One of the projects in our company is using OTRS for the SLA based Helpdesk and we are using OTRS::ITSM.

Now as per their requirement we need to investigate how to put a ticket in Stop Clock so that SLA clock stops on the ticket when its state is changed from Open to Hold/Awaiting response from client?. As this is creating a lot of problems and the SLA is not been implemented properly.

I googled and sent them following explanation:

The functionality you are looking should be available with the additional ITSM tags associated with every ticket.

Please try to implement that. In case it is not applicable we can follow following link for and check if that works.

http://www.mail-archive.com/otrs@otrs.org/msg25544.html

The above link states the following way to implement the same thing:

In this patch, I'm using the "Additional ITSM fields" in the SLA calculation "Repair start time" if entered is treated as start point for response time "Recovery start time" if entered is treated as start point for recovery  time if "Repair start time" is entered and no "Recovery start time" is entered,  Repair start time" will be used as start point for recovery time you only have to change 2 files (OTRS programmers did a great job!)

Also I found following explanation regarding the same:

You can set out the update time by placing the ticket to pending, but as soon as an answer comes, then the update time will escalate the ticket. Both First Response Time and Resolution Time cannot be set out. Hope this helps.

So the important thing is “First Response Time” and “Resolution Time” which we can try to handle with the help of “Additional ITSM fields".

Still I am looking to create a “resolved” attribute which corresponds to the “close” attribute so that it think it to be close but with resolve flag but has not been mentioned anywhere.

Although they tried the solution but not able to resolve the issue. It would be great if some one let us know the correct solution in case this is not the way to resolve the issue.

Regards