Hi folks, how is a ticket on "pending" impacting on SLA ? I have a ticket with a "Solution time" SLA of 2 days, and I put it on "pending" for 7 days: OTRS says that solution time will arrive in 2 days, but I would expect it to expire in 2+7 days, it seems that "pending" does not stop the clock. Is this the designed behaviour ? And, if so, how can I customize OTRS to keep track of "pending" ? Thank you in advance Fabio AVVISO DI RISERVATEZZA: questo messaggio ed i suoi allegati possono contenere informazioni riservate. Se avete ricevuto il messaggio per errore, vi informiamo che ogni utilizzo del suo contenuto e' proibito, pertanto, per cortesia, provvedete a cancellarlo ed informate immediatamente il mittente. CONFIDENTIALITY NOTICE: this message and its attachments may contain confidential information. If you have received this message by mistake, be informed that any use of the content hereof is prohibited, therefore, please inform immediately the sender and delete the message, immediately.
Hello Fabio,
did you get an answer from OTRS support team on your question?
If yes, could you forward it to me please?
Kind Regards,
Matas Labasauskas
On 14/01/2008, Fabio Paracchini
Hi folks,
how is a ticket on "pending" impacting on SLA ?
I have a ticket with a "Solution time" SLA of 2 days, and I put it on "pending" for 7 days: OTRS says that solution time will arrive in 2 days, but I would expect it to expire in 2+7 days, it seems that "pending" does not stop the clock.
Is this the designed behaviour ? And, if so, how can I customize OTRS to keep track of "pending" ?
Thank you in advance
Fabio
AVVISO DI RISERVATEZZA: questo messaggio ed i suoi allegati possono contenere informazioni riservate. Se avete ricevuto il messaggio per errore, vi informiamo che ogni utilizzo del suo contenuto e' proibito, pertanto, per cortesia, provvedete a cancellarlo ed informate immediatamente il mittente. CONFIDENTIALITY NOTICE: this message and its attachments may contain confidential information. If you have received this message by mistake, be informed that any use of the content hereof is prohibited, therefore, please inform immediately the sender and delete the message, immediately.
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-- Matas Labasauskas
Hi Fabio,
Hi folks,
how is a ticket on “pending” impacting on SLA ?
I have a ticket with a “Solution time” SLA of 2 days, and I put it on “pending” for 7 days: OTRS says that solution time will arrive in 2 days, but I would expect it to expire in 2+7 days, it seems that “pending” does not stop the clock.
Is this the designed behaviour ? And, if so, how can I customize OTRS to keep track of “pending” ?
Yes, this is the design :) You would not want an agent just putting a ticket on pending and prolonging here the SLA, becuase the SLA is an agreement on how long it will take to solve the problem, and not how long it actually takes. Does that makes sense? -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann
participants (3)
-
Fabio Paracchini -
Matas Labasauskas -
Shawn Beasley