How to create a SLA in OTRS ?

The description below uses the OTRS version 3.1.1.


Here are the steps to create a new SLA in OTRS.

  • 1. Go to “Admin” tab.
  • 2. Under “Ticket Settings” section, select “Service Level Agreements”. It open up a new screen.
  • 3. Click “Add SLA” and add all the information.
  • 4. “save” it.



A new SLA is created. You can verify the SLA as it would be displayed under List of SLAs.

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One comment on “How to create a SLA in OTRS ?

  1. Valuable info. Fortunate me I found your site by chance, and I’m stunned why this coincidence didn’t took place in advance! I bookmarked it.

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