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
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