We are building up a helpdesk for one of our entities. They provided the table below to show the different application they support, the request type per application, assigned SLA, and the initial agent assigned upon issue creation.
My idea is to create a request type for each line under Request / Support Type column since they have different SLA's, agent assignment and workflows. I just want to get your inputs if you have a better idea on how to properly define the request types based on the information below or if I should be asking other questions to the entity to better decide.
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