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