Rodrigo Morato Rodrigues 8 years ago updated by glpi 7 years ago 4


Today, when we change the status of a ticket to PENDING, the ticket will remain in this state indefinitely, and the SLA timing is also stopped.
a) Is there any way to set a time limit for the ticket stay in PENDING status?

b) Is there any way to receive an alert notification email when the timeout achieve a metric, before the ticket out of the status PENDING (SLATICKET style)?

This would be nice, I'd also suggest to have an automatic action to solve pending tickets after a pre defined time.


Another idea would be interesting; If the user adds a follow-up message, the status is automatically changed to active (action required by the technician)