Hi All,
I am trying to set a Pending reminder of 1 day set on a ticket with a solution time of 30 minutes. Though there is a pending reminder set before the solution time expires, the solution time still ticks and goes to negative mode. At the same time when we check in stats if any ticket has breached the escalation time , this ticket is highkighted. Is this correct? I would like to stop the solution time ticking when a ticket is pending for any reason. Can we configure this in OTRS? And also is that the correct way? Thanks Lokesh
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