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Multiple SLA's within one workflow

Shehryar Jawed (Moon)
Shehryar Jawed (Moon) Jan 28, 2019

Hi we are trying to figure out if it is possible to include multiple SLA's within a workflow.

In a nutshell our support ticket will be passed to 3 to 4 multiple departments internally and each department will specify their own SLA i.e. Time to resolution will be set to 1 hour for Product team, Repairs team and 4 hours for Support team. Please note that the entire time start to finish the ticket remains within the same project and is simply being transitioned to multiple departments. 

Thanks in advance.

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Jack Brickey
Jack Brickey
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Jan 28, 2019

there are different ways to accomplish this. I might suggest using Components to align with your teams. In this way you can setup SLAs based upon Components and when the component changes if you move from team to team the. The new SLA will kick in. You could also create a new custome field to represent the teams. 

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