Overdue timer functionality

Bo3gyX

Hi! I tried to find similar questions here on forum, but the only one I found was not answered: https://forum.osticket.com/d/91851-sla-overdue

I'm just getting familiar with osTicket system on my new project, but I noticed, that after support team replying to customer request and changes status to "waiting for user reply", SLA timer still continue counting and ticket becoming overdue even it was responded before SLA period exceeded. Is it possible somehow to pause the "overdue timer" depending on the status of the ticket? Or maybe you can suggest any other workaround?

Thanks in advance!

KevinTheJedi

Bo3gyX

You can create a separate SLA, create a Schedule with every day being a holiday, attach it to the SLA, and when you want to "pause" SLA change it to the new SLA. Responses don’t matter; the SLA runs during the schedule (if none it runs 24/7) and only stops when you Close the Ticket.

Cheers.

Bo3gyX

KevinTheJedi
Hi Kevin! Thank you for your reply. Could you please clarify me the following:
I have a ticket with 32 hours SLA (32H).
I have created "ON HOLD" SLA with a new schedule (holidays only).
I'm switching SLA from "32H" to "ON HOLD" while waiting for user's reply.
When user replied, I'm switching SLA back to 32H and due date is becoming the same as when ticket was created.
But my goal is to have "new due date" = "old due date" + "the time on which ticket was on hold". Is it possible somehow to achieve it?

ntozier

That's a really great idea Kevin, I wouldn't have ever thought about making every day a holiday.

KevinTheJedi

Bo3gyX

Not at this time, no.

Cheers.