To whom it may concern, You could misuse the status field for an SLA. Just create a state for each customer that corresponds with the pending reminder state, and then set the pending date during ticket creation to the SLA deadline or a little before. Then, you would receive a reminder email if the ticket has been forgotten. This would be a possibility. Vielen Dank, Shawn Beasley Support - IT -----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von ali Gesendet: Montag, 2. Januar 2006 16:30 An: otrs@otrs.org Betreff: [otrs] SLA violation hello everybody, is there any way to define for each customer an attrobutes that correspond to its contracted time-to-fix in the SLA. then once the ticket is clotured, we are able to know if the time-to-fix commitment has been fullfiled or not ? kind regards _____ Nouveau : téléphonez moins cher avec Yahoo! Messenger ! Découvez les tarifs exceptionnels pour appeler la France et l'international. Téléchargez http://us.rd.yahoo.com/messenger/mail_taglines/default/*http:/fr.beta.messen... la version beta.