Managing SLAs for differing priorities and services

Platform discussions Special workflows & use cases
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1

Hi, I’ve searched for SLA but get nothing except Slack integration questions.

Service Level Agreements - has anyone created a way to define a Priority for a task based on an Impact vs Urgency matrix and the Service that the Incident is about?

2

Hey @Ulrecht, thanks for posting about this!

Have you already thought about using status columns or numbers columns for impact and urgency, and then using a formula column to define a priority depending on what the impact and urgency are?

3

Thanks, yes. I also need different SLAs for different customers and services.

TBH I’ve bought FreshDesk instead.

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