How to Define VIP Users within the "Define Scope" Section in SLA Rule

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!

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michael.clark 1 month ago +1 verified

One suggestion would be to create a site or department called VIP and add those VIPs. That way you are able to scope the Site or Department for the SLA rule. Another suggestion would be a Category called…

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+1 michael.clark 1 month ago

One suggestion would be to create a site or department called VIP and add those VIPs. That way you are able to scope the Site or Department for the SLA rule. Another suggestion would be a Category called VIP and create an automation scoped for Object Created > Incidents/Service Requests, Condition > Requester = [VIP Users], Update Record > Category = VIP. This would auto set the Category and you can scope the SLA rule to the Category VIP. I hope this information helps!
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0 trstinson 1 month ago in reply to michael.clark

Thank you michael.clark for your response! All good advice, and we will experiment to see which option best fits our needs!
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0 trstinson 1 month ago in reply to michael.clark

Thank you michael.clark for your response! All good advice, and we will experiment to see which option best fits our needs!
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