Aarti Lakhani

Thank you for your response. I've chosen to add a drop down field to the organization and using that for categorization. The field is SLA Type with values of Old SLA, Negotiated and Standard. I will add a value to each organization and create SLAs using this. Do you see anything that could be wrong using this method?

Regards,

Aarti

Hello,

I have another SLA question. My organization currently has an old SLA that applies to a subset of all organizations (about 40 organizations are on this old SLA). What is the best way to set this up?

When I look at the Conditions page, I can't use the ALL of these conditions options it can only be one.

For the ANY of these conditions options, I want the SLA to apply if it is (Form is Bugs OR Questions) AND organization is (Org1 OR Org2 OR...). How can I set up an OR AND grouping?

Thanks,

Aarti

Thank you, Amy! That helps a lot

 

We currently have some bespoke SLAs for customers where we only offer SLA times for Urgent and High priority tickets. When creating an SLA for them, what happens if the Normal and Low times are left blank? Does it ignore tickets with those priority levels?

 

Thanks,

Aarti