At this point also let us know what is this survey module used for ?<br><br><div class="gmail_quote">2008/5/22 Shawn Beasley &lt;<a href="mailto:shawn.beasley@otrs.com">shawn.beasley@otrs.com</a>&gt;:<br><blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">
Hi<br>
<div class="Ih2E3d"><br>
Craig Meirick wrote:<br>
&gt; I have been looking for &nbsp;an explanation to what the SLA and Service options do. I haven&#39;t<br>
&gt; been successful in finding anything in the manual or on this list.<br>
&gt;<br>
&gt; I would like to be able to understand the full functionality of OTRS and these options have<br>
&gt; been alluding me.<br>
&gt;<br>
&gt; Could anybody point me in the direction of an example of what these are used for and how to<br>
&gt; go about using them? I have been successful in how to enable them using sysconfig and<br>
&gt; found them in the admin module.<br>
<br>
</div>The quick and dirtry<br>
<br>
SLAs are assigned Services<br>
Customers are assigned SLAs<br>
<br>
SLAs allow you to set queue independant escalation times<br>
<br>
They will overide any queue limitations on:<br>
First Respons<br>
Update<br>
Solution<br>
<br>
Usually are used to distinguish between customers (A, B, C) and thier<br>
respective response times. The one that brings the money gets the service :)<br>
<br>
Hope this helped!<br>
<br>
--<br>
Shawn Beasley<br>
<br>
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=&gt; <a href="http://www.otrs.com/" target="_blank">http://www.otrs.com/</a><br></blockquote></div><br><br clear="all"><br>-- <br>Those that make the rule don&#39;t play the game!!