We need to setup SLA for P3 Requests as 5 business days and P3 Incidents as 3 business days in CA Service Desk Manager r12.5.
Currently it is set as 24 Business hours for P3 Requests and Incidents both . Please help.
Please help. please let us know if it is possible. if yes then how.
Do you have the possibility to assign Service Types to a tiket not by priority but by category for example? In the category you have flags for which ticket-type they can be selected.
You could define 2 Service Types one for Requests one for Incidents,assign the events with the adequate sla times and assign these Service Types to the equivalent categiries.
Retrieving data ...