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 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 --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

Thanks for a Hint I see that the "Due date" is there after installing ITSM module. I will experiment with it, just wondering how to add the notification on this "Due Date" property. Thanks again, Petr Balazi From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marco Vannini Sent: Monday, June 14, 2010 5:28 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS issue deadlines Ok I (quite) see :) and what about triying to use additional ITSM field (provided by ITSM modules) like: Repair Start Time: Recovery Start Time: Due Date: and/or any combination of new status ? or additional fields like freetext or freetime (this last I've never used)