Hi I've the following scenario: I've a client that wishes to implement two different set of priorities. To elaborate more, I'll give an example: The customer has 2 teams, team A is the communication team,and Team B is the Servers Team. Team A would like to implement the following priorities: Low (resolution 72HRS), Normal (resolution 48HRS), High (resolution 12HRS)
On the other hand, Team B would like to implement the same priorities, but different resolution times: Low (resolution 48HRS), Normal (resolution 24HRS), High (resolution 4HRS)
How can be this implemented? Can I create a different field for Priorities? (e.g. Team A Priority and Team B Priority)?
This could be achieved through making DB rules such that you can change the planned resolution time according to the workgroup or the user, for example make a condition for teamA workgroup, such that to check that this assigned person is from teamA then set the planned time to current data plus 2 days, and if you have set the support hours then it will only count the support hours period only, hope this could address what you want. thanks