Hello. I'm begginer in OTRS and I'm little lost to how configure a SLA for tickets. I created some services levels, but I don't know how associate the ticket with the SLA.
When I create a ticket (using a admin user) the fields "service" and "SLA" are empty. In really, I would like associate a SLA rule with a queue. And the tickets in this queue will have the same service level. Is possible? There's some tutorial or manual that I can follow? I'm testing the OTRS 3.1. Thank you and sorry for my english. -- Att, Douglas Nascimento de Jesus beaglenetwork.blogspot.com
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