Our team realized that when changing a priority level on a ticket, the corresponding SLA does not get updated alongside the priority level.
For example, if a ticket comes in and is marked as Urgent, but we later realize the priority should actually be Normal we will update that field on the ticket. Unfortunately once the priority is updated on the ticket, the SLA schedule will still be corresponding with the Urgent priority level, and vice versa.
I think it would be a great feature to add so that the SLA schedules correspond with the priority level regardless of the original value set.
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