Stop TTR timer in waiting _for_ approval state

[João Felipe Miranda Bonifácio]

We're having a problem with the TTR and TTO stopping counting when the ticket is in the waiting_for_approval state. We've tried several ways and we're stuck with the source of the extension.

No error is returned, but the TTR continues to count in the waiting_for_approval state.

<class id="UserRequest" _delta="must_exist">
  <fields>
    <field id="cumulatedpending" xsi:type="AttributeStopWatch" _delta="redefine">
      <states>
        <state id="pending"/>
        <state id="waiting_for_approval"/>
      </states>
      <working_time/>
      <thresholds/>
      <goal/>
    </field>
    <field id="tto" xsi:type="AttributeStopWatch" _delta="redefine">
      <always_load_in_tables>true</always_load_in_tables>
      <states _delta="redefine">
        <state id="new" />
        <state id="escalated_tto" />
        <state id="approved" />
      </states>
      <working_time />
      <goal>ResponseTicketTTO</goal>
      <thresholds>
        <threshold id="75">
          <highlight>
            <code>warning</code>
            <persistent>false</persistent>
          </highlight>
          <actions>
          </actions>
        </threshold>
        <threshold id="100">
          <highlight>
            <code>critical</code>
            <persistent>false</persistent>
          </highlight>
          <actions>
            <action>
              <verb>ApplyStimulus</verb>
              <params>
                <param>ev_timeout</param>
              </params>
            </action>
          </actions>
        </threshold>
      </thresholds>
    </field>
    <field id="ttr" xsi:type="AttributeStopWatch" _delta="redefine">
      <always_load_in_tables>true</always_load_in_tables>
      <states _delta="redefine">
        <state id="new" />
        <state id="escalated_tto" />
        <state id="assigned" />
        <state id="approved" />
        <state id="escalated_ttr" />
      </states>
      <working_time />
      <goal>ResponseTicketTTR</goal>
      <thresholds>
        <threshold id="75">
          <highlight>
            <code>warning</code>
            <persistent>false</persistent>
          </highlight>
          <actions>
          </actions>
        </threshold>
        <threshold id="100">
          <highlight>
            <code>critical</code>
            <persistent>false</persistent>
          </highlight>
          <actions>
            <action>
              <verb>ApplyStimulus</verb>
              <params>
                <param>ev_timeout</param>
              </params>
            </action>
          </actions>
        </threshold>
      </thresholds>
    </field>
  </fields>
</class>

I appreciate the help!

[Vincent @ Combodo]

I am a little puzzled with your description, from the redefinition you've made just above, it's very clear that TTR and TTO will stop counting when the ticket is in the waiting_for_approval state.
If this is not what you want remember that the "states" for a Stopwatch correspond to the full list of states in which time will be running, so will be counted.
By the way there is no reason to have 2 "redefine" within the same branch of XML, if you only want to change the states, then use a delta="must_exists" or none at the stopwatch field level.