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How to create Service Type applied on Contact assigne for Request and Incident

Question asked by JonathanM on May 23, 2017
Latest reply on May 23, 2017 by Jon_Israel

hi

 

I need to create a service type based on the contact to which the Ticket is assigned and depending on whether it is a request, take a list of 3 events that will cover 12 hours before expiration and when it is an incident take a list of 3 events that will cover 4 hours before Expiry date

The idea is to use the same serivice type and that this is responsible for differentiating if it is a request or an incident and then start the correlated events.

 

thanks

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