Forum GLPI-Project

pedrohcastr8

Member

Registered: 2023-11-02

Posts: 9

Planned tickets SLA

How can I stop SLA couting when a ticket is processing (planned) ? I know i can planning a task and set status to pending. But I would like to know if it is possible to status be processing (planned) and SLA only count when planned task begins

cconard96

Moderator

Registered: 2018-07-31

Posts: 2,813

Website

Re: Planned tickets SLA

The SLA calculation only takes into account the time a ticket was spent in the Pending status when determining the duration for SLA purposes. It doesn't currently "stop" the count when the ticket is in a Planned state.

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