Hi,
It would be great to have the flexibility to use other fields, including custom fields, as conditions for SLA rules. This would allow us to tailor SLA settings more precisely to different ticket scenarios.
Thanks,
I agree! We have an SLA for a specific Request Item, but people often just email in rather than use the Request Portal, so it would be great if we could have a custom “Ticket Type” field run the SLA that matches the request item. I have tried creating a new Workflow, Business Rule, etc, but there is no option to set that when a field is updated to a specific value, set the “other” SLA that we have.
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