Escalation and SLA

[rzima]

Hi,
I have a problem with the escalation of tickets.
I added services and SLA, next I assigned customers to service. When a ticket is created. First response time is added from the queue settings, and not from SLA setting. Where I made a mistake?

In the history of the creation, ticket doesn't have a function to assign services and SLA (see attachment).
How do I add the option to automatically assign service and SLA?

Additional info: I use Customer user Backend - ODBC driver MSSQL.

[jojo]

services and sla has to be choosen during ticket creation (or update) by agent or customer

[rzima]

Is there possible to add an automatic agent, who will perform the assignment SLA to ticket?

[jojo]

yes via generic agent, but one per customer or one per service/sla is needed

[rzima]

Thanks for advice
Could you give me example (for SLA & service)?. I have never used Generic Agent.