[otrs] SLA

Hello Everyone, and the next mind-boggling question: Is anyone implementing Service Level Agreements in OTRS? I was wondering how this can be implemented to ensure that our ticket do not exceed our current SLA's. I appreciate any and all comments and thank you all again for a wonderful source of knowledge here by this mailer. I hope that I can someday be helpful here as well and not always be the "leech". Vielen Dank, Shawn Beasley Support - IT Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: mailto:shawn.beasley@dlh.de shawn.beasley@dlh.de Web: http://www.cfc-callcenter.de/ http://www.cfc-callcenter.de