I have a mandatory custom field single select Ticket Type a choice of Incident or a Request. I want a seperate SLA for each ticket type. Example: Low, Medium and High priorities for Incident to have SLA that are different to a Request priorities. I appreciate your help.
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  • Thank you Hobbsy for your detailed explanation and assistance. If I have got this right, currently I have a built in Priority field with High, Medium and Low (Critical is present but has no SLA), I add another 3 to the list such as Request_High, Request_Medium and Request_Low for example to make the list six different priorities and I hide this field and I create another custom field called Priority and use that in combination with the Field A (Incident, Request) from here on I am clear with the Ticket rules that will call each of the six priorities.
  • That would work, just remember when you report you need to report on the correct, hidden priority field not the visible priority field
  • Thank you Hobbsy. Will you be able to help me with the sql code. The Ticket Type field (Incident, Request) is a custom field HD_CUSTOM_FIELD3 and the new Priority custom field is custom_field4. The hidden priority has the (Low, Medium,High) associated with "Incident" and (Request_Low, Request_Medium, Request_High) associated with "Request". Thank you Hobbsy.
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You are able to achieve something like this but you will need to create 6 different priorities. If you want the priority field just to show three values "low, medium, high" you will probably need to hide the priority field, and replace it with a custom field showing low medium and high, then setup a set of ticket rules that sets the hidden priority value correctly.

So if field A is request and priority is high set hidden priority to p1
If field A is request and priority is medium set hidden priority  to p2
If field A is request and priority is Low set hidden priority  to p3
If field A is Incident and priority is high set hidden priority  to p4
If field A is Incident and priority is medium set hidden priority  to p5
If field A is Incident and priority is Low set hidden priority  to p6


Answered 08/16/2017 by: Hobbsy
Red Belt

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