help understanding service management and SLA management

[Rippie]

Hi everyone,

I am very new to OTRS and currently just trying to figure out if we can use OTRS within our company.

One of the things i need to set up is SLA's we need to be able to respond to some customers within 30 minutes during business hours. I had a look at creating SLA's but then realised that i could not without services. After some time i think i created my service correctly and then added my SLA to that service. and then configuring SLA to a customer.

So i created a ticket for my own user account (where i added on the SLA to) but i cant see how i will be notified and on the ticket it says escalation in 19 hours 8 min. well my SLA should be 30 min and notify by 90% what am i doing wrong?

can SLA's not be added to queues? or companies?

Ronnie

[fireburn]

what is the version that you are using ..
linux or windows ??



Have you uncommented de following lines in GenericAgent.pm located at /opt/otrs/Kernal/Config

follow this tutorial

http://blog.otrs.org/2011/10/17/otrs-ti ... calations/

my tickets are escalating but arent appering in the main dashboard but only on version 3.0.11.. on other recent versions are apperaring ...

[Rippie]

Hi Fireburn

OTRS 3.1.5 and running on Windows. actually pretty new to all of this

some help on services and SLA's would be really good

Ronnie

[crythias]

My understanding is that service/SLA "wins" over Queue settings...