osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now
Advanced ticket status and advanced SLA plans
Currently OSticket has a feature called "Custom Ticket statuses"
The feature sounds nice, but is pretty much useless due to the fact that you can only define the ticket state "Open" or "Closed"
It would be nice if a feature was implemented which would allow tickets to be put "on-hold" in such a way that the SLA timer is also paused.
Another feature would be good to have is more advanced SLA plans, such as to define when the timer will start to run (a possibility to non-work days such as, weekends and holidays)
Because right now the timer starts right after the ticket is created in real-time, even when there are non-working hours.
I read a few years ago that these features would be implemented, but that were posts from 3 a 4 years ago..