Hello Hauke, Thanks for addressing the issue to your team. Our customer's productive envonment has OTRS 2.4.7 with ITSM 2.0.91. Should we upgrade to 92 or 93? These are the newest found at ftp://ftp.otrs.org/pub/otrs/itsm/bundle21/
Thanks again, Leonardo Certuche ITSM Consultant / COO (57) 301 284 6250 www.itconsultores.com.co Cra 31 # 54-10 TECNOSOFT Medellín, Colombia 2010/9/15 ((otrs)) Team <[email protected]> > Hi Leonardo, > > I called Manuel Hecht and asked him to take a look at the code you have > sent. I'll get back to you immediately when I received his feedback. > > One question: does your customer have OTRS ITSM 2.1.0 beta in productive > use? > > Thanks, > Hauke > > > > -- > > OTRS AG > > Norsk-Data-Straße 1 > > 61352 Bad Homburg > > Germany > > > > T: +49 (0) 6172 681988 0 > > F: +49 (0) 9421 56818 18 > I: http://www.otrs.com/ > > Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT > ID: DE256610065 > Chairman: Burchard Steinbild, Managing Board: André Mindermann* > > **OTRS brings true mobility to the Help Desk: The OTRS iPhone App free > download: > **http://www.otrs.com/en/products/iphone-app/*<http://www.otrs.com/en/products/iphone-app/> > * > > * > 09/09/2010 18:35 (+2) - Leonardo Certuche wrote: > Hello, > > I'm writing regarding an OTRS behavior that we've been dealing with some > workarounds but that now is about to give us problems (both to us and to our > customers) > > The behavior is described in the following bug entry: > http://bugs.otrs.org/show_bug.cgi?id=5915 > > We really like OTRS as well as our customers but this little detail is > giving us headaches. If escalation times are reset when tickets are closed > by default, how are we supposed to have reports from the past with > information about SLAs? > > I know you guys have your development roadmap and you want to keep up with > it but I've seen several complains regarding this behavior, it's just a > matter of making optional the reset of those times by SysConfig, giving the > user the chance to decide whether he wants those times reset or not. > > Thanks in advance, > > Leonardo Certuche > OTRS Certified Partner > ITSM Consultant / COO > (57) 301 284 6250 > www.itconsultores.com.co > Cra 31 # 54-10 TECNOSOFT > Medellín, Colombia > > >
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