Hello,
Queue parameters are kind of "one size fits all". All tickets in the queue
will get them by default unless .....
The SLA parameters are your chance to prioritize your tickets based on
Service/customer pair. For every service/customer pair you have you can set
different time thresholds for 1st response, update and closure. This option
allows you to charge more money for response within 4 hours than for next
business day response for the same work/service.
If ticket gets no SLA (service/customer pair has no assigned SLA) then the
thresholds of a queue are applied.
I hope I was clear enough.
2009/5/19 boonyam lim
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% )
--------------------------------------------------------------------- OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/