Re: [otrs] SLA for pending ticket

[Shawn Beasley]

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
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