How to Apply an SLA to an Incident based on Service in Freshservice

Hi ​@Wayne Robinson , you can create a custom incident template which can include “impacted services” as a dropdown field or add it as a field under Field manager > Ticket settings. This will get reflected under SLA and OLA policies. Then create a new SLA policy, where you can use different conditions to set different SLA policies.

Let me know if this answers your question or if I’ve misinterpreted the question.

​@Nav_in , we are testing your suggestion by copying our business service list to a new Impacted Service list and making it available in the Incident as a required custom dropdown.  Also, we are setting a workflow trigger to change the Ticket SLA to the selected Impacted Service’s SLA.
 Once in place, when our Agents, create an Incident Ticket, they should select the relevant service(s) under the Impacted Services tab, AND also select the primary service in the custom required Impacted Service field in the right pane.  Then, SLA timers should be set related to the Service our customer contacted us about.

I will let you know how this workaround works.