Hi,<br><br>I try to find information about this feature in the SLA configuration but I can&#39;t find any thing. <br><br>Can you help with this info? What this configuration modifies the ticket workflow? How can we use it on our company?<br>

<br>For example. I have created a SLA with a 10 minutes MTBI. Then I create 2 tickets with only one minute of diference without closing the any of them, but it seems that nothing happens. We want to use this MTBI to ensure a SL Agreement but we don&#39;t know how to use it to measure if the SLA was broken.<br>

<br>Can you help us?<br><br>thanks!<br><br clear="all">Ronaldo Richieri<br>(15) 8818-2009<br><a href="http://richieri.com" target="_blank">http://richieri.com</a><div>skype: rrichieri<br>twitter: @richieri<br></div><br>