You can use both. Sla allows finer control over times when defined. Queue times are your default values. Rgds Anton ----- Исходное сообщение ----- От: boonyam lim Отправлено: 3 августа 2009 г. 20:30 Кому: itsm@otrs.org Тема: [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 ?