SLA rules, Can I have rule one, two and three instead of criteria one and two or one or two
I have a question in regard to SLA rules. If our contract has 3 rules with the same criteria for example if priority is high answer in 1 hour and if priority is meduim answer it in 2 and etc. How can I set such an action in the sla rules? In other words, for each criteria that I set, I need to have a different resolution time set for it. Can you help me on this. Thanks,
Jay