It would be nice to assign priorities to SLAs.
Right now I'm trying to create 2 SLAs:
- For Incidents, must assign within 30 minutes
- For Incidents from Voicemail (A specific user / domain), must assign within 90 minutes
- We have voicemail to email setup, so emails to the helpdesk from that system are voicemail tickets
As a result of these basically being the same thing, all incidents are getting the 30 minute SLA.
If I could set the Voicemail SLA as higher priority than the other, then it would look to see if this is an incident from voicemail first. If it is, then it would have the 90 minute SLA. If it's not, it would then check if it's an incident. If it is, it gets the 30 minute SLA. If it's a Service Request it doesn't hit either of these SLAs.
I have tried multiple things to accomplish this, even got my SolarWinds rep involved, and we have not found a way to make this work without being able to set priorities.
