[itsm] Queue and SLA

boonyam lim boonyamlim at yahoo.com
Tue May 19 10:25:52 GMT 2009





Hi all
 
i found similar options at Queue and SLA,  may i know what is the different.
 
 
 
 
Escalation - First Response Time: 
(0 = no escalation - 24 hours = 1440 minutes - Only business hours are counted.) 
 minutes ( Notify by  - 10% 20% 30% 40% 50% 60% 70% 80% 90% ) 

Escalation - Update Time: 
(0 = no escalation - 24 hours = 1440 minutes - Only business hours are counted.) 
 minutes ( Notify by  - 10% 20% 30% 40% 50% 60% 70% 80% 90% ) 

Escalation - Solution Time: 
(0 = no escalation - 24 hours = 1440 minutes - Only business hours are counted.) 
 minutes ( Notify by  - 10% 20% 30% 40% 50% 60% 70% 80% 90% ) 


      
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