How to pull client information , like contract detail or Subscribed SLA information during ticket creation ? 

1) Sometime client contract have expired, but the client might still call for support. So how to pull this information during ticket creation , so that agent would know if need to create or not. 

2) How to select SLA for incident ? How agent can classify a case as High/low priority? if the call agent has little knowledge on the incident, mostly case escalated to tech team. only tech team would understand incident.