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.