Hi Craig Meirick wrote: > I have been looking for an explanation to what the SLA and Service options > do. I haven't > been successful in finding anything in the manual or on this list. > > I would like to be able to understand the full functionality of OTRS and > these options have > been alluding me. > > Could anybody point me in the direction of an example of what these are used > for and how to > go about using them? I have been successful in how to enable them using > sysconfig and > found them in the admin module.
The quick and dirtry
SLAs are assigned Services
Customers are assigned SLAs
SLAs allow you to set queue independant escalation times
They will overide any queue limitations on:
First Respons
Update
Solution
Usually are used to distinguish between customers (A, B, C) and thier
respective response times. The one that brings the money gets the service :)
Hope this helped!
--
Shawn Beasley
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