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Multiple Ticket Priorities

We have at the moment 4 ticket priorities with different due times attached to each of them. At the moment, these SLA's apply to all of the customers within WebHelpDesk, however, we will shortly be onboarding a customer with different SLA requirements.

e.g

Priority One is at present 4 hours until due. The new customer Priority One will be 6 hours. Similar differences will be in place for Priority 2 through to Priority 4

Is there any way of me grouping SLA's by customer? I want the helpdesk to be able to select which priority a ticket is (P1 to P4) and Webhelpdesk work out the SLA's based on the customer.

Is this possible?

Thanks

Rick

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pabely

This is possible if they are selecting differenet Request Types or if the customers are grouped by say Location Group and an Action Rule can be used to adjust the Priority.

rickstevens

Thanks - I've sort of got a fix in place with action rules, but its a bit messy, I was hoping it was maybe a built in feature I've missed.

I've created a set of new priorities, and set up an action rule to say if customer is 'xx' and request type is 'Incident' and priority is 'Priority y' change the priority to 'New Priority y'