Read this thread.
https://otrsteam.ideascale.com/a/dtd/Solution-Time-Clock-Stop/423644-10369
but this might help (?) a bit:
http://forums.otterhub.org/viewtopic.php?f=53&t=14242#p68383
so if you want to exclude certain states, you can use, for example, a "AND
th.state_id IN (1,4)" (new, open) in the bottom WHERE.
On Tue, Mar 12, 2013 at 1:56 AM, Yousef Hamad
Hi steve,
How can to prevent the SLA from continuing its time when ticket is pending.
Thanks,
Yousef.
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