OPAR CI attribute collection - service/sla usage

[icm3012]

Hello

I have downloaded and installed the CIattribute collection from OPAR site. Its a brilliant enhancement to the core CI asset function, especially the ability to register an asset to a service and therefore an SLA. Although the other attributes are just as interesting and all tick the key requirements in my OTRS rollout. I see many are listed individually on the ideascale website. A big thanks to the developers.

My query regarding this and the customer service-SLA selection and the queue SLA is how does OTRS use these service-SLA options.

Does the queue overide the customer service-SLA?
Does the service selected for an asset overide the customer and/or queue when a ticket is linked to this asset?

If any of you have used this enhancment or how knowledge of the service-SLA workflows, please share your knowledge.

In summary, what is the workflow for OTRS processing service-SLA in the system for ticket escalation and KPI reporting.

many thanks

Ian