Hi, I have a range of SLA's based on ticket type and Priority.
For example, my Priority "1" call is 15 minute response and 2 hour resolve. My Priority "2" call is 15 minute response and 3 hour resolve.
I have 2 SLA Groups, one only targets my P1 calls and the other targets the P2 call.
If I want to change the SLA of a P1 call to a P2 call, I click the Edit button and change the Priority. The SLA doesn't change by doing this. If I go to the Service-Level agreement section of the edit screen I can only make a new SLA time, or Remove SLA, or make a Custom SLA. It should either recalculate the SLA based on the new Priority or give me a drop down box of all SLA groups in the system so I can appropriately choose.
This is quite a big issue because the SLA needs to change dynamically, a ticket cannot remain in the previous SLA group.
Any advice on if I am doing something wrong would be greatly appreciated!
Thanks
JK