...

nobody ?

You'd have to change the definition. That time is just the time between when the ticket was opened and now. You could probably change the calculation in the code, but I believe the intention in this case is to just administer the time spent on a ticket in the textbox that is available for this purpose.

So i've don't find a solution a this time.... In fact the problem appear often. For example, a customer queue with 120 minutes in solution time atrribute (according with the customer contract) --> the customer send a mail --> the mail goes to the specific queue --> SLA start, solutime start to count down --> an agent respond, "blablabla check please, i'm waiting for your answer in 30min, i put your ticket in "waiting mode" (ie: pending auto open) --> solution time continue to count down....... the customer respond 2 hours later.... the SLA count down finished since 1 hour...... And there are a lot off ticket in this state because i can't find anyway to stop the solution time count down.... there is no approch ? nobody in my case ? thx in advance, Regards, Damien BASTIE

Nils Breunese.

...

Le 23 oct. 07, à 19:14, Damien BASTIE a écrit :

...

Hi,

There is any way to stop solution time accounting ?

For example i have a queue with the solution time parameter set at 120 minutes, but if an agent is waiting a phone call, how can he "pause" the ticket to prevent decrease of solution time ?

Thanks in advance,

Regards,

Damien BASTIE

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Setting the ticket in pending state (e.g. pending reminder) doesn't stop the solution time? Gabriele ----- Original Message ----- From: "Damien BASTIE" To: "User questions and discussions about OTRS.org" Sent: Thursday, October 25, 2007 12:21 PM Subject: Re: [otrs] stop solution time accounting nobody ? Regards, Damien BASTIE Le 23 oct. 07, à 19:14, Damien BASTIE a écrit :

Hi,

There is any way to stop solution time accounting ?

For example i have a queue with the solution time parameter set at 120 minutes, but if an agent is waiting a phone call, how can he "pause" the ticket to prevent decrease of solution time ?

Thanks in advance,

Regards,

Damien BASTIE

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