Hello Alvaro, thanks for your feedback. We went through the links you shared but could not use Dan Abson´s add on since by now it works only in OTRS 3.0.X (our goal is to move to OTRS 3.2.Y). When we try to install it, we get a "Sorry, can't install/upgrade package, because the framework version required by [..]" error. Our alternatives now are:
· check kix4otrs add-on · wait a little more for Dan´s update (6 days ago he posted in the thread he is planning an update) · wait a little more until OTRS AG releases a new version of OTRS that deliveries the functionality in core · work on our own customization · purchase the paid add-on Also, when reading the threads, I had an impression that one of the pending states maybe could do the job. We are going to check out this possibility and share the results of our tests. Thanks again. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Alvaro Cordero Sent: sexta-feira, 26 de abril de 2013 11:28 To: User questions and discussions about OTRS. Subject: Re: [otrs] Stopping time accounting of ticket in OTRS 3 Hello Mauricio, there is a module developed by a Dan Abson which used to work in otrs 3.0, https://otrsteam.ideascale.com/a/dtd/PAUSED-SLA-COUNTING/300381-10369 Also there was an implementation on the Module KIX4OTRS from Cape IT. I have used both and they do work fine. Many of the things implemented by KIX4OTRS were already included in lates OTRS versión but there are few other things that don't come freely. Take a look into theirs http://www.cape-it.de/product-kix4otrs.html Regards 2013/4/26 Maurício Ramos <mauricio.ra...@wedotechnologies.com<mailto:mauricio.ra...@wedotechnologies.com>> Hello, we currently use OTRS 2.3.4 and now we are planning an upgrade to the latest version of OTRS 3. One of the functionalities we want to start using is time accounting and we would like to know if there is a way to put the ticket in a state in which the clock stops running. We already found that we can create specific states of type CLOSED but it seems that when we first set the ticket to this state, the clock stops (like we need) but when we set the ticket back to any other "open" state the time accounting is not resumed. This functionality we want exists in OTRS or is possible to achieve/to implement? Can you, please, guide us to some info in the manuals (we still did not find it) or any link, thread that can help us achieving it. Thanks you all in advance for any help you can provide. [cid:image001.png@01CE44B6.791C2F70] Mauricio de Andrade Ramos Rodovia José Carlos Daux, 4100, Km 4.2, Espaço Primavera, Bloco C 88032-005 - Florianópolis - Santa Catarina - Brasil Tel. + 55 2108 0104 * Mob. + 55 9981 4274 * Fax. + 55 2108 0129 * Voip 37604 mauricio.ra...@wedotechnologies.com<mailto:mauricio.ra...@wedotechnologies.com> www.wedotechnologies.com<http://www.wedotechnologies.com/> skype: mauriciodeandraderamos gtalk: mauriciodeandrademos msn: (business e-mail) --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs -- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net<mailto:alv...@gridshield.net> www.gridshield.net<http://www.gridshield.net>
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