
14 May
2009
14 May
'09
3:33 p.m.
Hi, Is it possible to set SLA's based on priority? As I can see from the documentations we can set it at the Queue level like first response time, update time and solution time. But in our scenario, like for a particular category/queue the SLA will be different based on priority. For eg. For Desktop Movement, if priority is critical then solution time is 1 day and if the priority is normal solution time is 1 week. Is this possible? Thanks in advance Lokesh K S