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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Hold option

I would like to see in a future release a hold feature.

As part of ITIL, this feature is great to have.

Especially with an SLA, it can pause your SLA timer when waiting for a response from a requestor, the SLA timer should not keep running.

The hold function should work something like this:
  • agent responds to client
  • Agent had the ability to placed incident on hold for predetermined times system admins have set; 1, 2 or 3 days etc
  • When client responds to incident, the hold timer automatically ends and the SLA timer continues
  • Agent gets an email that client has responded
  • If client does not respond within the hold time set by the agent, the incident is taken of hold
  • Agent gets notification that incident has been taken off hold.


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