Modify SLA based upon Urgency?
I have setup my SLAs for both Incidents and Service Catalogs, no problem. However, now I want to incorporate Urgency. Can I expedite the response time in my SLA based on Urgency? For example, a request might be due in a week but if you say the Urgency is URGENT, then it should be done within two hours instead and I want to activate SLAs and escalation accordingly. Can this be done?
Thanks,
Mike
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mikerichards
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