[otrs] SLA isn't set automatically ?

Hi, could somebody please give me a hint how the agents should set the SLA field when creating tickets ? I would have expected that the SLA is automatically set based on the choosen customer and the choosen service. How do the agents know what service level a customer has bought for his service ? Any help would be much appreciated. Thanks in advance. Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de