How can I configure Freshservice so that an Incident uses the SLA assigned to a Service selected as the Impacted Service?
I do not see “Impacted Service” available as a trigger condition when creating SLA or OLA policies under Admin → SLA and OLA Policies.
In our previous ITSM tool, SLAs were tied directly to Services. When an Incident was created, selecting a Service in the “Affected Service” field automatically applied the related SLA to that Incident.
Is there a way to achieve similar behavior in Freshservice?
Any guidance would be appreciated.