Re: [otrs] stop solution time accounting

Setting the ticket in pending state (e.g. pending reminder) doesn't stop the solution time?

No... for example i'm setting pending reminder on a ticket and the "First Response Time" continue to decrease. Same for the "Solution Time" Damien

Gabriele

----- Original Message ----- From: "Damien BASTIE" To: "User questions and discussions about OTRS.org" Sent: Thursday, October 25, 2007 12:21 PM Subject: Re: [otrs] stop solution time accounting

nobody ?

Regards,

Damien BASTIE

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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