Znuny4OTRS-EscalationSuspend
Featured Freeby Znuny GmbHcompany
Provides the ability to suspend ticket escalations based on specific ticket states, preventing SLA timers from running.
This add-on allows you to define ticket states that will suspend the escalation of a ticket. This is particularly useful for states like "pending reminder" or "pending external" where the SLA timer should not count against the agent's response or solution time. Once the ticket leaves the suspended state, the escalation timer resumes. It integrates seamlessly into the standard escalation logic of Znuny and OTRS Community Edition. The package is available for the Znuny 6.x LTS series as well as the current Znuny 7.x generation.
Features
State-based Suspension
Define specific ticket states (e.g., "pending external") that pause the SLA clock.
Automatic Resumption
Escalation timers resume automatically as soon as the ticket leaves the suspended state.
SysConfig Integration
Easy management of suspended states via the Znuny/OTRS system configuration.