SLA criteria
We need to add 'Group' to the SLA criteria list. We use ServiceDesk (ITIL)between IT infrastructure and Software development teams. Each group has its own SLA needs and escalation contacts.
By simply adding group to the criteria rule we can avoid building a complicated mix of category, sub-category and item rules. Please advise if there is a simpler workaround for the time being.
I�d also like to see further uses of the grouping ability in other functions too, and included in the 'business rules' criteria list.
Kind regards,
Andrew Smethurst
By simply adding group to the criteria rule we can avoid building a complicated mix of category, sub-category and item rules. Please advise if there is a simpler workaround for the time being.
I�d also like to see further uses of the grouping ability in other functions too, and included in the 'business rules' criteria list.
Kind regards,
Andrew Smethurst