NickTheITguy First off - great mod! Second there are a few other items which for this mod to be truly effective (IE. achieve what I think you're trying to achieve)
- On Hold Status needs to pause the SLA (looks like you're working on that)
- I also suspect that because this status type is not native to osTicket that the math used to calculate SLA and SLA breach will need to be heavily modded. For example - when I respond to a client and need a response to complete the task in most agreements this gap in time is SLA exempt. How does that get captured?
Scenario #1:
You put the status to on hold. Client emails back with details. Now what? Does the status auto-flip back to open upon the client response?
Scenario #2:
When SLA time is calculated the entire duration of the ticket and its statuses need to be factored into the TOT (Ticket Open Time) in order to calculate if the SLA is actually breached. So the kicker is when does the SLA actually start?
1st contact - Client emails
2nd contact- I email back to obtain proper details to resolve issue
3rd contact- Client emails back with details
Does my SLA start from the initial time of the initial request (contact) or does it start from the time when the status was last flipped to Open/Active?
This particular issue became such a contentious issue between a previous MSP I worked for & it's clients that my employer started a practice to do one of two things. 1. SLA started as of the time when we had the right details to correct the issue from the client. 2. We often implemented a policy to close a ticket and then re-open a new ticket once ALL details were available to us in order to resolve an issue. We implemented a special closed status to allow us to exclude these "quick close" issues from our stats for MGMT to not skew internal reports.
- Reports need to be modified to exclude On Hold tickets or treat them differently.
Hope this helps and doesn't confuse..