Hi, I try to find information about this feature in the SLA configuration but I can't find any thing. Can you help with this info? What this configuration modifies the ticket workflow? How can we use it on our company? For example. I have created a SLA with a 10 minutes MTBI. Then I create 2 tickets with only one minute of diference without closing the any of them, but it seems that nothing happens. We want to use this MTBI to ensure a SL Agreement but we don't know how to use it to measure if the SLA was broken. Can you help us? thanks! Ronaldo Richieri (15) 8818-2009 http://richieri.com skype: rrichieri twitter: @richieri