You can use both. Sla allows finer control over times when defined. Queue times are your default values.

Rgds
Anton

ÐžÑ‚: boonyam lim <boonyamlim@yahoo.com>
ÐžÑ‚Ð¿Ñ€Ð°Ð²Ð»ÐµÐ½Ð¾: 3 Ð°Ð²Ð³ÑƒÑÑ‚Ð° 2009 Ð³. 20:30
ÐšÐ¾Ð¼Ñƒ: itsm@otrs.org
Ð¢ÐµÐ¼Ð°: [itsm] response time

hi all

There are two "sets" of escalation response, one at Queue, one at SLA, may i know one i should be using it ?