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Hi, we offer the following SLA's to our customers based on there support contract - Support Premium (24/7) for HIGH and URGENT cases only and Support Professional (08:30 - 17:30 Mon to Fri) for all priorities.
I have created two SLA's, "24/7" with Business Hours 24/7 and "Default" with 08:30 - 17:30 Mon to Fri Business Hours.
I have also created a custom field "Support Contract" under the Customer Account (not contact) called Support Contract with an option set - Support Premium and Support Professional.
The default SLA is "Default".
The question is, How can I change/set the Case SLA field to the 24/7 SLA when the customer account field "Support Contract" is Support Premium and Case Priority is "HIGH or URGENT", I have tried using Workflow but cannot get this working as Case's are normally registered to the Customer (Contact), I don't want staff to have to choose both customer account and customer contact on each ticket.
I don't want to use entitlements as we don't limit cases or hours etc.
Any ideas?
Thank you,
Dan
Hi, The case customer field can be either Account or contact. Why not use the Account as customer? If you still want the contact as customer, why not find the parent account of that customer in the workflow and check the support type ?
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