Hi, To do that you need to make external comunications. for example: in Notes you need to select external-notes, internal notes dont affect the SLA.<br><br clear="all">Aquiles Cohen.-<br><br>Homepage : <a href="http://aqcohen.blogspot.com">http://aqcohen.blogspot.com</a><br>

<br><br><div class="gmail_quote">On Mon, Aug 3, 2009 at 11:30 AM, boonyam lim <span dir="ltr">&lt;<a href="mailto:boonyamlim@yahoo.com">boonyamlim@yahoo.com</a>&gt;</span> wrote:<br><blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">
<table border="0" cellpadding="0" cellspacing="0"><tbody><tr><td style="font-family: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; font-size: inherit; line-height: inherit; font-size-adjust: inherit; font-stretch: inherit;" valign="top">
<div>hi all</div>
<div> </div>
<div>There are two &quot;sets&quot; of escalation response, one at Queue, one at SLA, may i know one i should be using it ?</div></td></tr></tbody></table><br>



      <br>---------------------------------------------------------------------<br>
OTRS mailing list: itsm - Webpage: <a href="http://otrs.org/" target="_blank">http://otrs.org/</a><br>
Archive: <a href="http://lists.otrs.org/pipermail/itsm" target="_blank">http://lists.otrs.org/pipermail/itsm</a><br>
To unsubscribe: <a href="http://lists.otrs.org/mailman/listinfo/itsm" target="_blank">http://lists.otrs.org/mailman/listinfo/itsm</a><br>
<br>
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!<br>
<a href="http://www.otrs.com/en/support/enterprise-subscription/" target="_blank">http://www.otrs.com/en/support/enterprise-subscription/</a><br></blockquote></div><br>