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. What is Escalation first response time in %? Please help or send me the document how to set the SLA. Thanks in advance! Regards, Sachin Gaikwad Tools & Automation | Productivity Management Group. KPIT Cummins Infosystems Ltd.|Ext:2094 |Cell: +8149111574 | Mail: sachin.gaikwad@kpitcummins.commailto:Rajnish.K.Singh@kpitcummins.com | www.kpitcummins.comhttp://www.kpitcummins.com/ | [Description: Description: cid:image003.png@01CCA87B.B5A1B7E0]Think before print ...[Description: Description: Description: cid:image059.gif@01CB5970.E4736C90]
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
participants (2)
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Sachin Gaikwad -
Ugo Bellavance