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
---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
