Greetings Fellow SWSD Users!
We are trying to determine the most efficient way to manage the resolution SLA for VIP users. We have a VIP USERS group of about 37 VIPs, but it appears that we cannot select a group from the requester field and allow the members of that group to be used to define a VIP vs. a non-VIP.
What would be considered best practice in SWSD to not have to have 37 different SLA rules to manage?
Thank you, in advance, for your assistance!