Integrate Custom States in UserRequest

[Sunilkumar]

Hello team,

I have developed new ticket states and transitions for UserRequest via an extension, It is working as expected except for SLA (TTO & TTR). Since my custom statuses are inherited from Assigned and Pending statuses, I expected that it will inherit the stopwatches also based on that which didnt happen. I'm also using "SLA considering business hours" extension by Combodo.

Could you please advise how I can incorporate my new statuses to the considered in include/exclude as appropriate keeping the "SLA considering business hours" extension. A sample code for a state is given below.

<state id="in_progress" _delta="define">
    <flags></flags>
    <transitions>
        <transition id="ev_pending_3rdparty">
            <stimulus>ev_pending_3rdparty</stimulus>
            <target>pending_3rdparty</target>
            <actions/>
        </transition>
        <transition id="ev_reassign">
            <stimulus>ev_reassign</stimulus>
            <target>assigned</target>
            <actions/>
        </transition>
        <transition id="ev_resolve">
            <stimulus>ev_resolve</stimulus>
            <target>resolved</target>
            <actions/>
        </transition>
    </transitions>
    <inherit_flags_from>assigned</inherit_flags_from>
</state>

Thank you in advance for your assistance!

[Karthik Kanthaswamy]

+1

I also have a same use case. Interested to know