[Enzo]

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

[Sven Oesterling]

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

[Enzo]

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

[Autor]

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