Hi,
I'm in the process of setting up and testing OSTicket (we're using version 1.9.2), but I can't work out if there's a way of stopping the SLA counter from ticking when the case is with a third party, i.e. not have the ticket flagged as overdue when waiting for a response from an external source. Is it possible to set this up?
Sorry if I've missed something really obvious - it wouldn't surprise me at this stage! - I have searched the forums/wiki but couldn't find an answer to my question.
Thanks for any pointers you can share.
Edited: oops, just realised I should have posted this under 'General Discussions' - is it possible to move it?