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    • #9923
      Enzo
      Teilnehmer

      Dear Community,

      I would like to ask if anyone has had any success in stopping the solution timer (as defined by the SLA) when a ticket state is set to „on hold“? Right now, I can’t find a way to stop this timer.

      Your help would be appreciated.

      Kind regards,

      Enzo

    • #9925
      Sven Oesterling
      Verwalter

      Hello Enzo,

      this should work, with the SysConfig option EscalationSuspendStates. You have to enable it, and potentially add your pending state to it. The daemon has to be running, also. Then every three minutes, or so, the escalation will be postponed for three minutes.

      Best regards, Sven

    • #9927
      Enzo
      Teilnehmer

      Thanks Sven, that solved my problem, you’re a lifesaver!

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