I suspect this is going to be a feature request, but thought I'd ask first if anyone has suggestions on how to achieve my aim with SLA's

We have legacy SLA's with the business based on specific items of work and whether the work is for an Incident or a Service Request. For instance a failure of Microsoft Excel may have a 4 hr SLA, but the Service Request to install it will have a 3 day SLA.

I want to minimise the number of categories/sub categories and items, so would expect to have just APPLICATIONS/SOFTWARE/MICROSOFT EXCEL as the Cat/Sub/Item setup and then when the request is entered the Request type will be selected as Incident or Service Request.

All fine there, but setting the SLA is going to be a labourious challenge I suspect. From what I can see I'm going to have to set up 2 sets of identical SLA's. One with criteria of REQUEST TYPE is 'Service Request' and then all the items selected, and then another with the criteria of REQUEST TYPE is 'Incident' and then all the items associated selected.

Two ways I did think around this

a) Have the SLA criteria allow a CONTAINS option, and then I could put a specific piece of text in the item description which would mininise maintenance

b) Have the ITEM have an additional attribute associated with it that allows the setting of a Priority or SLA and then set the SLA based on that. If doing that then another attribute of technician associated with a ITEM would be very useful as well!

Finally whilst on the SLA area, there is an option to stop technicians changing priority that is determined by the Urgency/Impact matrix. What is there to stop them changing the SLA if it is not based on the Priority!

Thanks, look forward to advise/suggestions/ and highly likely seeing the feature request on the list and even maybe implemented :-)

Andy