hi all   i found the below statements at OTRS Admin book, however, i could not any module in my OTRS and i running 2.4     New Standard Reports • The new reports provided with OTRS 2.4 are: • Created Tickets • Closed Tickets • SLA Analysis • Required working time per customer / per queue • Solution time analysis per customer / per queue • Answer time analysis per customer / per queue --- On Wed, 10/14/09, Magic Boiz wrote: From: Magic Boiz Subject: [itsm] Understanding SLA To: itsm@otrs.org Date: Wednesday, October 14, 2009, 9:51 PM Hi there first off, thx for the reply regarding the CI Categories. Now, I have a second doubt: how can I add new SLA types?? Inside the General Catalog, under ITSM::SLA::Type, I can see Availability, Errors, Other, etc.... but all of them have the same structure with these items:  - Type  - calendar  - Escalation First Response  - Escalation Update  - Escalation Solution  - Min time between incidents  - Valid  - Comments. How can I change this structure and add new items? Thx in advance -----Inline Attachment Follows----- --------------------------------------------------------------------- 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/