Hi, I am a newbie to OTRS and am evaluating OTRS 2.3.4, with the latest ITSM add-on. I have configured Services and associated SLAs with them. I have also associated Customers with Services and while creating tickets customers/agents can select Services as well as SLAs that apply. My problem is even though zooming on the ticker, I can see the First Response, Update & Solution times updated correctly, I don't get any notifications for SLA violations nor can I see these tickets in the Stats. Where could I possibly be going wrong? I get notifications on creation, closure, state change etc. The ITSM manual carries a whole chapter on SLA Management but sadly the entire chapter is devoted to generating Stats, instead of talking about SLA Management. Any help is appreciated. Thanks & Regards, _________________________________________________________ Sunjay </PRE><p style="font-family:arial;color:grey" style="font-size:13px">This message contains information that may be privileged or confidential and is the property of the Capgemini Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.</p><PRE>