Re: [otrs] how to set SLA

On 2012-05-09 05:46, Sachin Gaikwad wrote:

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.

Each SLA is linked to a calendar (configured in sysconfig) to determine the business hours and holidays

What is Escalation first response time in %?

It will display or send a notification when % of escalation time is reached. Example, if you say that your SLA 1 escalates in 60 minute and you set this parameter to 90%, you'll get the notification 6 minutes before it escalates. Ugo