On 4/15/06, Vishal Kashyap <vishalonlist@gmail.com> wrote:

Hi ,

I found OTRS a great OSS. Was just wondering does it have any facility
to record SLA's
http://en.wikipedia.org/wiki/Service_Level_Agreement.
In contact centres managers need to check response time of e-mails and
close time of each arriving e-mails.

I am of opinion if it does not have this functionality we can work on
it and create a plugin which would increase the usage of OTRS in
contact centres where a single e-mail address is used to respond
address multiple issues.

Any pointers/ thought on this

--
With Best Regards,
Vishal Kashyap.
http://www.vishal.net.in