I'm running a 1.17.2 build of osTicket and am loving it for our business so far. However, I'm needing to find a way to put tickets 'on hold' until a specific date due to many of our tickets being submitted ahead of time so that everyone involved has plenty of time to plan around that ticket. The SLA claiming the ticket is overdue is going to mess with potential metrics because these tickets for a later date can be anywhere from a week to multiple months out depending on what is being done, and then they get mixed in with standard tickets for regular issues like printers and the like. I can easily create a status that is just called 'awaiting date' or something but that also requires changing the SLA to something ridiculously long and then having someone who constantly checks the ticket to make sure we're not missing the date.
The suggestion and request boils down to: A built-in ticket status that pauses the SLA and a way to have tickets change status on a specific day or after a certain time.
A previous ticket system I used at an old job had several types of on-hold ticket statuses due to needs, and when setting it to on-hold it would prompt you for an amount of time or date you'd like it to come off-hold at which point it would return to an 'open' status. I think this is a very simple and effective way to implement such a change and would love to see this in the default osTicket features.
Meanwhile, if anyone has any suggestions on how to accomplish a similar effect I'd be happy to hear from you.