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 <PBalazi@moraviaworldwide.com>
wrote:
Hi
All,
I
would like to ask if there is any configuration option how to implement
deadlines in OTRS.
Deadline
should be modified by Agents.
I
do not see any settings for deadines in admin panel, could you please help me?
Thanks.
Petr Balazi
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