I am unable to add more attributes ti the drop down menu in SLA policies. I want to add more to the menu to be able to apply more effective conditions. One of these attribute is Contact Reason which is added to the ticket fields but still doesn’t show in the dropdown menu in SLA policies as part of the conditions that I can apply.
What should I do to fix this?
+9The field needs to be a drop down or check box and not a look up field. SLA works on properties of the ticket, so it needs to be a”fixed” value related to the ticket.
Is your contact reason a text box?
HYG
I cannot add more to the dorpdown menu in the screenshot. Is there away to add more to it?
+9The Dropdowns need to be part of your ticket first and then they will be selectable.
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