KIX4OTRS-Feature of the month: suspending the escalations
Have you experienced a problematic situation, when you have been waiting for a response from your customer and the escalation time within OTRS kept going? The needed suspension of set times is possible with standard KIX4OTRS. The calculation of escalation time related to SLA or queue can be set out temporarily when you choose a specific ticket state. The pending time within such a ticket state allows to extend the solution target time according the configured rules. It is relevant for service organisations that deal with SLAs. Their escalation times won't be falsified by the pending time while waiting for a customer response.