Dear Friends,
I don't find in Manage engine ServiceDesk any way to control the response time ( SLA Type) for problems.
Problem just has Due By time???
like in incidents we have a priority matrix and based on the urgency and impact the Priority and set automatically and relevant SLA is applied.
but in problem management, these fields are there but due by time still need to given exclusively manually.
what is the logic?? or why the SLA sort of flow is missing
Also the Problem form has no workflow??