Creating SLA's

Creating SLA's

Hi All,

I'm after some advice on creating SLA's.

I would like to have a number of them such,

A response SLA which notifies the tech of a new request and alerts me if its not asigned within a set period of time then escalte at set interval after that.

Then a resolution SLA that fires when the request is not resolved after a set period of time.

Then specifc rules on special items I can handle I think.

I cant seem to work out how to do the first two!

must admit to only just having installed it mind!