Share
Report
45Hi, 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
All responses (
Answers (
