Features (AddOns)

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InBox SLASuspender

Version 7.0.1

Created on 2019/08/20

Resources

This module allows you to pause the SLA count.

Prerequisites

Framework

The following versions of the Znuny framework are supported:

  • [7.0.x]

Modules

The following modules are required:

  • InBox Core 7.0.1 or superior

Operational system

The following operating systems are required:

  • [None]

Third Party Software

The following third party software is required:

  • [None]

Installation

bin/otrs.Console.pl Admin::Package::Install /path/to/InBox\ SLASuspender 7.0.1.opm

Configuration

This module can be configured via System Configuration in the administrative interface. The following configuration options are available:

SLASuspender::EnableSuspender

Allows you to enable or disable the SLA pause.

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Add the dynamic field in the ticket creation and visualization screens

When installing the module, the dynamic field SLASuspender is added to Znuny. This field will allow the SLA of the ticket to be paused or not. To add this dynamic field to the display screen called "AgentTicketZoom", go to "Administration > System Configuration" and search for: Ticket::Frontend::AgentTicketFreeText###DynamicField. Then, enter the name SLASuspender and choose the option "1 - enabled".

To change the value of the field on the ticket viewing screen, go to: "Tickets > Queue View", select a ticket and, after loading the screen, go to "Other > Free Fields". A new page will open and the value of the field can be changed.

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The same can be done for the ticket creation screens. To do this, add the dynamic field as described for the following configurations:

Ticket::Frontend::AgentTicketPhone###DynamicField and Ticket::Frontend::AgentTicketEmail###DynamicField.

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About the Dynamic field TimeSLASuspender

In order to extract data for future reports, for example, SLASuspender stores in the dynamic field TimeSLASuspender, created when installing the module, the seconds corresponding to the time the ticket was suspended with the SLA count.

Use

Using the module

It is possible to create a ticket with the dynamic field SLASuspender enabled or enable and disable this field through the ticket display screen following the settings.

The module will pause the SLA whenever the SLASuspender field has the option "On":

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If the option is "Off", the SLA count will not be interrupted.

In addition, this SLA count will obey the calendars configured in the SLA created in the ticket.

When disabling or enabling the option SLASuspender::EnableSuspender the count may not be correct in the first minutes due to the Cron execution (which is executed automatically every minute).

To observe the SLA count, just go to the ticket display screen: "Tickets > Queue View", select a ticket and observe the "Initial Response Deadline", "Update Deadline" and "Resolution Deadline" in the right corner of the screen under "Call Information".

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