Hi Marco,
Thank you for this hint, but I am not sure if it covers this fully.
We are considering to use OTRS as an internal ServiceDesk tool. Each
issue which comes to the ServiceDesk (by email) is tracked and there is
set up deadline after consulting with user (our operator set up also
priority, category,etc ...).
So it would be great if there will be any property for each issue which
have set time value (deadline). This value could be modified by agents
(not by custommers) during issue solving (after consultation with user
offline).
If I use "pending reminder" it looks nearly usable, but during ticket
lifetime I may need to change it alt least to "pending" (I am waiting
for user input - it have to prolong the "deadline"). And when I return
it back to "pending reminder" previous setting of "pending reminder" is
lost. Am I right?
I was dicoverying also SLAs section in administration and it would be
partly the solutin, but it do not reflect (the solving time of SLA)
prolongation using "pending" status. So do not meet the requirements.
May be i did not catch the idea behing pending states J, But i have read
the whole Admin documentation.
Do you have any idea how to set up this feature?
Thank you very much,
Petr Balazi
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
Marco Vannini
Sent: Monday, June 14, 2010 3:22 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] OTRS issue deadlines
Hi Petr,
What do you exactly mean with deadline ? it is not a ticket in state
"pending reminder" ?
On Mon, Jun 14, 2010 at 3:00 PM, Petr Balazi