Hi Team,

 

I am trying to set up of OTRS in our company. While adding SLA I am not getting the meaning of fields.

 

Like calendar – it showing  calendar and calendar name.

 

What is Escalation first response time in %?

 

Please help or send me the document how to set the SLA.

 

Thanks in advance!

 

Regards,

Sachin Gaikwad

Tools & Automation | Productivity Management Group.

KPIT Cummins Infosystems Ltd.|Ext:2094 |Cell: +8149111574 |

Mail: sachin.gaikwad@kpitcummins.com | www.kpitcummins.com |

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