Hi Craig Meirick wrote:
I have been looking for an explanation to what the SLA and Service options do. I haven't been successful in finding anything in the manual or on this list.
I would like to be able to understand the full functionality of OTRS and these options have been alluding me.
Could anybody point me in the direction of an example of what these are used for and how to go about using them? I have been successful in how to enable them using sysconfig and found them in the admin module.
The quick and dirtry SLAs are assigned Services Customers are assigned SLAs SLAs allow you to set queue independant escalation times They will overide any queue limitations on: First Respons Update Solution Usually are used to distinguish between customers (A, B, C) and thier respective response times. The one that brings the money gets the service :) Hope this helped! -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann