You can use both. Sla allows finer control over times when defined. Queue times are your default values.
Rgds Anton ----- Исходное сообщение ----- От: boonyam lim <[email protected]> Отправлено: 3 августа 2009 г. 20:30 Кому: [email protected] Тема: [itsm] response time hi all There are two "sets" of escalation response, one at Queue, one at SLA, may i know one i should be using it ?
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