I assume you get your tickets via customer web interface primarily.
I would work the Service/Customer/SLA structure so that there is not much choice for them. Once they select Service the only SLA should be available (unless there is some kid of "charge" for the customer for using a tighter SLA).

Once the ticket is filed, your dispatcher can review it and verify it's classified correctly and change SLA assignment. The timeouts will recalculate according to a new SLA setting.

Another option is to switch to taking tickets by email altogether. It's usually welcomed by users very warmly. It's entirely up to your dispatcher then to assign Service and SLA.

Anton.

2010/3/11 Maria Alejandra Piedra <alepr14@hotmail.com>

Hello all!

I would like to know if there is any way I could assign a SLA to a ticket internally.
For example, I am the coordinator for the IT technical support, and would like to add SLA's to tickets, but I don't want to give my customers the power to do so, because it can come and bite me in the you know what.
So I want to assign them myself, so my team is more efficient but my customers don't have a part in this.

Thanks and regards!
Maria Alejandra Piedra







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