Hello Mauricio, there is a module developed by a Dan Abson which used to
work in otrs 3.0,
https://otrsteam.ideascale.com/a/dtd/PAUSED-SLA-COUNTING/300381-10369
Also there was an implementation on the Module KIX4OTRS from Cape IT.
I have used both and they do work fine. Many of the things implemented by
KIX4OTRS were already included in lates OTRS versión but there are few
other things that don't come freely.
Take a look into theirs
http://www.cape-it.de/product-kix4otrs.html
Regards
2013/4/26 Maurício Ramos
Hello, we currently use OTRS 2.3.4 and now we are planning an upgrade to the latest version of OTRS 3. One of the functionalities we want to start using is time accounting and we would like to know if there is a way to put the ticket in a state in which the clock stops running. We already found that we can create specific states of type CLOSED but it seems that when we first set the ticket to this state, the clock stops (like we need) but when we set the ticket back to any other “open” state the time accounting is not resumed. This functionality we want exists in OTRS or is possible to achieve/to implement? Can you, please, guide us to some info in the manuals (we still did not find it) or any link, thread that can help us achieving it. Thanks you all in advance for any help you can provide.****
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*Mauricio de Andrade Ramos * Rodovia José Carlos Daux, 4100, Km 4.2, Espaço Primavera, Bloco C 88032-005 - Florianópolis - Santa Catarina - Brasil Tel. + 55 2108 0104 • Mob. + 55 9981 4274 • Fax. + 55 2108 0129 • Voip 37604 mauricio.ramos@wedotechnologies.com www.wedotechnologies.com****
skype: mauriciodeandraderamos****
gtalk: mauriciodeandrademos****
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