We have a Service group which is responsible for custom and project work.  To that end, this work is ongoing, and does not observe our normal 'Incident' SLAs (which another Group does).

Where all requests (whether they be Incidents or Custom work) all come into the same business unit it would be very helpful if I could have 'Group' as an SLA criteria.

Would love to hear any feedback.

Thanks,

Matte