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Supervisor Action to assign specific SLA

Related products:Freshdesk
  • October 18, 2012
  • 2 replies
  • 20 views
E
Contributor
In the Supervisor, there should be an action to assign a specific SLA.  In our business, we define different SLA's depending on the nature of the issue (hardware, software, purchase required, etc).

2 replies

S
Community Debut
  • shawn_12331
  • Community Debut
  • January 14, 2015

2 years ago and no reply?  Was this implemented?

Apparently this forum isn't watched by freshdesk.


What's the point?  Just take it down and admit you suck as a business.


This should be a feature, no doubt about it.

A
Contributor
  • abishek
  • Contributor
  • January 14, 2015

SLA assignment cannot be an action in any of our automations. As a customer you are allowed to create multiple SLA's. Each SLA can be based on a few conditions like Source, Type, Group, Product and Company. The SLA for the ticket changes based on the properties of the ticket. For example, if you had two different SLA's 1 and 2 mapped to Groups A and B respectively. If the ticket group were changed from A to B, SLA 2 would now apply to the ticket. Hope that makes sense.

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