Hello,
it seems that this question has been already asked, but I did not see any concrete answer. how can we set a ticket in pending ? or basically, how can we stop the clock from SLA ?
In many tickets, we need to wait for customer feedback, but we cannot keep the sla running. then, how can we add a new status "pending" or "on hold" in order to prevent the SLA to expire ?!
thx !

    tonnick how can we set a ticket in pending ?

    You would make a custom status called Pending. You would change the status of the ticket to that new custom status. To do that you would go to Admin panel -> Manage -> Lists -> Ticket Statuses

    tonnick or basically, how can we stop the clock from SLA ?

    You cannot.

    tonnick how can we add a new status "pending" or "on hold" in order to prevent the SLA to expire ?!

    You cannot.

    Well unless you make a Pending status that has a parent type of closed... Closed tickets do not expire. But then well the ticket is closed. I'm not sure what would happen if a Pending (closed) ticket was re-opened after the SLA would have expired... but I imagine that it would instantly become overdue.

          ok but the custom status is useless if this does not stop the clock. this is a real lack in ticket system. Any system of ticketing has pending status. You can even find it in ITIL processes, which is one of the most used in incident managment certification.
          Do you think this is something osticket will consider to add in closed futur ?!

          I'm not privy to the Developer roadmap so I have no idea. But other people have requested the feature often enough that I would be surprised if it was not on their radar.

          Personally I think that while it would be nice, If an issue is not solved in a certain amount of time then there is no point in having SLAs and having a way to cheat the system by putting it in Pending is just that, a cheat. That's just my personal opinion. I can see why people would want something like this.

          yes you're right, this can be a tricky way to avoid bad SLA.

          but anyway, this is something that is truely needed. Lot of times, we need more information / feedback from customer for better diagnosis, and waiting for him, we cannot let the sla running !
          Other situation is when we have thrid provider, and then, we cannot let the SLA running wither when we are waiting for third provider.

          Badly used, pending status is useless, you are right, but anyway, this is something truely needed for at least the 2 reasons I gave ? I hope that developper will / have already understand that ?

          6 months later

          Actually the pending state is good when you have a dependency from someone else, lets say the client. So by putting the ticket in the pending status, the SLA should stop ticking , but the pending state should start ticking the clock.

          So here no cheating, simple operations requirements.

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