Tracking requests from VIPs

Moe_zs6hw1

How can I create custom fields for service desk issues?  e.g. if a service request is from jill, treat tag it as vip. Or tag it as Jill. Or whatever.  Goal is to see which tickets we must service quickly as well as which people (or countries) are generating a lot of questions.

 

Moe

Sana Safai

Hi Moe,

Have you tried adding additional filters in the SLA settings? For instance, you can have a "VIP"-setting for Jill (reporter = jill) and set a different response time for this user. For multiple users or levels, you can have multiple lines. With "reporter in (jill, adam, mark)" you can have multiple people in the same level. 

This may not solve it exactly the way you want it, but I think it responds to the needs that you have.