Our organization specifies the same SLA for incidents and service requests. I've just realized that ServiceDesk Plus does not enforce this and expects each service to have a different SLA specified in workflow. This does not work in our organization.

I have tried using both Business Rules and Field and Form Rules to set the appropriate "Response DueBy" field for each priority but it does not seem to be exposed in either case. I'm hoping that the field just isn't listed in the field list of Field and Form Rules but is still available. Does anyone know how to do this?