SLA's Not working

[hhettiarachchi]

HI,

I have configured differnt SLA's with differnt escalation times. And i have Services which are associated to customers. SLA's are linked to services. But when i slect the service from the customer portal, the SLA won't apply. I'm using OTRS 3.0.11 stable. Can any one help me in this issue?
PS; when i apply SLA to a queue in queue management, it will apply, But i want to have different escalation times according to the servies in the same queue.




Regards,
Hasitha

[innoinst]

Selecting an service (e.g. as customer) does not automatically select an SLA - this is an extra step, you need to do either as customer (or as agent).


Wolfgang