Thanks for the quick response Alexey. Just to be clear, here is the scenario: a ticket is created about a certain issue. It is known that this issue may impact, for example, four different customers (it could potentially be more than that). Each customer may have a different SLA with different criteria. Can the specific SLA for each customer be assigned to that one ticket?
It means that you have to define multiple SLA's. When a ticket is created then it will be assigned all SLA's which satisfy the ticket by SLA's goals. And then you will see multiple SLA's ticking for the ticket. Do you have a different behaviour?
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