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

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