3 Replies Latest reply on Mar 10, 2016 11:19 PM by chris.tian

    Different Tech Group Priorities / SLA's

    davidreid

      I have setup WebHelpdesk with a single tech group which was fine

      Now web helpdesk has grown and another department within my organisation would like to use the suite however has a different set of SLA's / Priorities to meet.

       

      Does anyone know how to apply different priorities and therefore SLA's to a different tech group?

       

      Thanks

        • Re: Different Tech Group Priorities / SLA's
          chris.tian

          The priorities are associated with Request Types. You can create a separate set of priorities for the new department and assign it to the Request Types they use.

            • Re: Different Tech Group Priorities / SLA's
              davidreid

              Thanks Chris for the reply but i seem to either be misunderstand or something else is up.

               

              The Tech Group has different Request Types however it doesnt allow me to say which Priority Types & Alerts to specify to the Request Type.

               

              In Priority Types and Alerts i cant specify which Request Types are applied to each Priority Type

                • Re: Different Tech Group Priorities / SLA's
                  chris.tian

                  Priority is configured at request type/ticket level, doesn't matter which tech group/ tech is assigned.

                   

                  You can select a default priority for a Request Type.

                   

                  If a request type will be used by both departments, you can either

                  a) manually change the priority when a tech updates the ticket

                  b) configure the original request type to limit to department A with Priority A. Create another request type with same name (under same parent request type if needed), limit it to department B and use Priority B.