priority is based on the critical and impact.
and critical is setting with services.

so, the have no SLA based priority, there only have services based priority.


On Thu, May 14, 2009 at 11:33 PM, Katta, Lokesh Katta Subramanyam <lokesh.ks@cgi.com> wrote:

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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