Increased flexibility in SLA policies

Hello Colin,

Can you please elaborate your scenario a little more, so we can understand the ask better?

Thanks again for your feedback,

Sudha

For example, if I am a Customer Service organisation and I handle queries, faults, requests. I may want those to have different SLA levels. Currently, we are restricted by the four levels of priority. For the same customer, same priority level, we would like two differerent targets based on a custom field, say "Urgency". This is not currently possible.

 

Ok, thanks for elaborating the scenario. The use case makes sense. I will add it to our backlog, but I'm not sure when we can implement this in the product.

Thanks,

Sudha

Agree.

I would like to assign SLA depending on Company Service Contract (A Custom field in Company)

I created a custom field to support different software environments "Production" and "Non-Prod".  I need different SLA's for Production (regardless of priority) than in Non-Prod. I would like to base an SLA on my custom field.

My work-around for this is creating issue types based on the custom data- for example we want our SLA to be tied to issue severity and not priority for Bugs- so I need to create Bug-S1, Bug-S2, Bug-S3 as a way to handle this. There's also a need for something say a fast-tracked request which we could assign into our SLA. Overall, this feature is offered in most other products and would be very helpful in scaling our teams and use of FD.