Hello, <br><br>Queue parameters are kind of &quot;one size fits all&quot;. All tickets in the queue will get them by default unless .....<br>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.<br>
<br>If ticket gets no SLA (service/customer pair has no assigned SLA) then the thresholds of a queue are applied.<br><br>I hope I was clear enough.<br><br><div class="gmail_quote">2009/5/19 boonyam lim <span dir="ltr">&lt;<a href="mailto:boonyamlim@yahoo.com">boonyamlim@yahoo.com</a>&gt;</span><br>
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<div>Hi all</div>
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<div>i found similar options at Queue and SLA,  may i know what is the different.</div><div class="im">
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<div>Escalation - First Response Time: <br><i><font size="1">(0 = no escalation - 24 hours = 1440 minutes - Only business hours are counted.)</font></i> </div></div></td><td><div class="im">
</div><td><input maxlength="10" size="8" name="FirstResponseTime"> minutes ( Notify by <select name="FirstResponseNotify"> <option value="" selected>-</option> <option value="10">10%</option> <option value="20">20%</option> <option value="30">30%</option> <option value="40">40%</option> <option value="50">50%</option> <option value="60">60%</option> <option value="70">70%</option> <option value="80">80%</option> <option value="90">90%</option></select><a></a> ) </td>
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<td>Escalation - Update Time: <br><i><font size="1">(0 = no escalation - 24 hours = 1440 minutes - Only business hours are counted.)</font></i> </td>
<td><input maxlength="10" size="8" name="UpdateTime"> minutes ( Notify by <select name="UpdateNotify"> <option value="" selected>-</option> <option value="10">10%</option> <option value="20">20%</option> <option value="30">30%</option> <option value="40">40%</option> <option value="50">50%</option> <option value="60">60%</option> <option value="70">70%</option> <option value="80">80%</option> <option value="90">90%</option></select><a></a> ) </td>
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</div><td>Escalation - Solution Time: <br><i><font size="1">(0 = no escalation - 24 hours = 1440 minutes - Only business hours are counted.)</font></i> </td>
<td><input maxlength="10" size="8" name="SolutionTime"> minutes ( Notify by <select name="SolutionNotify"> <option value="" selected>-</option> <option value="10">10%</option> <option value="20">20%</option> <option value="30">30%</option> <option value="40">40%</option> <option value="50">50%</option> <option value="60">60%</option> <option value="70">70%</option> <option value="80">80%</option> <option value="90">90%</option></select><a></a> ) </td>
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