otrs.SlaStop

The otrs.SlaStop module provides a simple way to control SLA escalation in OTRS or Ligero based on the ticket state. In standard OTRS installations, escalation timers often continue to run even when a ticket is waiting for feedback from a customer or a third party. With this package, administrators can define specific states (e.g., "pending reminder" or "waiting for external") in which the SLA calculation is paused. As soon as the ticket changes back to an active state (e.g., "open"), the escalation time resumes. This ensures fairer SLA reporting and better control over service level targets.