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 <[EMAIL PROTECTED]> wrote: > > 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. > > > _______________________________________________ > 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 > Support or consulting for your OTRS system? > => http://www.otrs.com/ > -- Matas Labasauskas
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