Would be great and hopefully not too hard to implement to allow for Additional Fields matching since SLAs can apply to various types of same products. What could work is to allow for matching on Tags field and then use automation rule to assign various tags and based on that apply different SLA policies.
For us problem is that we want to use multiple products under same portal and avoid using multiple emails and portals. As example you sell one Product that has multiple sub-products with different SLAs:
- Our Software product (99.999%)
- Third party software product (99%)
- Hardware part (98.5%)
- Network link (99.9%)
- … you get the idea
We don’t want Customer to have separate email to report problems or login to different portals, since this would overly complicate and confuse them.
What we did as workaround is to define various groups (of same agents) and use automation to apply group based on certain ticket fields, however that is not the best use of groups if you ask me and complicates management.
