Assign different SLAs for requesters groups

  • 13 November 2019
  • 1 reply

So, I want to assign different SLAs for differents requesters groups that are located on differents locations. 

All my support team are located in one place, and we support differents regions that have specific holydays each one.

How can I do this? 

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1 reply

Userlevel 4
Badge +6

Hi Andre,

I’m afraid we currently don’t have the option to trigger SLA policies based on Requester groups. However, I’ll be happy to share this as an enhancement request with our product team and will keep you posted upon further updates.

Just a workaround, can we route tickets from different locations to different groups? This may help us to have multiple SLAs for users from different locations. Let us know your thoughts on this.