Hi, I have new OTRS3, I like to check that it's possible to change the right panel of AgentTicketZoom(Ticket information). This panel have this information:
Type: State: new Locked: unlock Priority: Queue: Service: Service Level Agreement: First Response Time: Update Time: Solution Time: CustomerID: Accounted time: Owner: This information is excellent, but in my case I have one state exclude from solution time (Waiting for the client), for the stats I don't have problem, programing new script to parse (ticket_history) and don't have problems but I want it if it will be possible delete states from SolutionTime function to see correctly in Ticket Information Panel. Any help? Kind Regards
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