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% )

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