i want to stop the SLA when the ticket is in Pending state. so it possible in itop to handle or stop the SLA timing when ticket status is in pending.
waiting for reply.
thanks
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When you write "SLA", I suspect that you mean either Time To Own or Time To Resolve. Those 2 are stopwatches which have in their definition the list of states in which the stopwatch is running. That list is static and applies to all User Request, but it can be changed on your iTop instance...
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Hi Vincent ,
thanks for your reply . i want to add somethink , i am using the Itop free version and not a combodo user and not use the itop licenced version of itop. so how can i implement the following rule.
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HI
"I have no idea how to write extensions, which mail file to edit, or which files to create to write extensions. Can you please explain to me , which files I need to edit, such as XML, PHP, and datamodel files?"
i also need to maintain the DB for it?
Thanks
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Hi Rohit. You mind want to consider getting in touch with Combodo sales, or one of the Combodo partners for this kind of assistance as it's not just a five minutes job. :)
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Hi,
i want to stop the SLA when the ticket is in Pending state. so it possible in itop to handle or stop the SLA timing when ticket status is in pending.
waiting for reply.
thanks
Hello Rohit,
Yes it's possible, by writing an iTop extension. You will find some inspiration on this tutorial
When you write "SLA", I suspect that you mean either Time To Own or Time To Resolve. Those 2 are stopwatches which have in their definition the list of states in which the stopwatch is running. That list is static and applies to all User Request, but it can be changed on your iTop instance...
Hi Vincent ,
thanks for your reply . i want to add somethink , i am using the Itop free version and not a combodo user and not use the itop licenced version of itop. so how can i implement the following rule.
At the bottom of the Tutorial, it talks about the Community option, by writing an iTop extension
HI
"I have no idea how to write extensions, which mail file to edit, or which files to create to write extensions. Can you please explain to me , which files I need to edit, such as XML, PHP, and datamodel files?"
i also need to maintain the DB for it?
Thanks
Hi Rohit. You mind want to consider getting in touch with Combodo sales, or one of the Combodo partners for this kind of assistance as it's not just a five minutes job. :)