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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