Query regarding SLA

[ajayrathod]

Hello All,

I have installed OTRS ITSM 3.1.4 for our external customers. I want whenever customer create a ticket by selecting a queue and service from Customer Frontend, SLA should be applied to the tickets based on SERVICE selected. (Customers are not allowed to select SLA from Customer Frontend page i.e. customer.pl)

I have configured SLA for each service however when customer creates a ticket by selecting appropriate service, SLA is not getting started and Response time/ Resolution time is not getting set. If I configure the response time and resolution time on specific queue, and if customer selects that queue, SLA is getting started.

How can I automate this so that whenever customer select specific service, SLA gets sets automatically ?

Thanks and Regards
Ajay Rathod