[otrs] Stop SLA Clock

[Yousef Hamad]

Hi steve,

 

How can to prevent the SLA from continuing its time when ticket is pending.

 

Thanks,

Yousef.

 

 

 

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[Gerald Young]

Read this thread. https://otrsteam.ideascale.com/a/dtd/Solution-Time-Clock-Stop/423644-10369

but this might help (?) a bit: http://forums.otterhub.org/viewtopic.php?f=53&t=14242#p68383

so if you want to exclude certain states, you can use, for example, a "AND th.state_id IN (1,4)" (new, open) in the bottom WHERE.

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