SLA according to ticket priority

[sonhakari]

Hi,

Is it possible to create SLA and assign it to the queue according to ticket priorities?

When I checked it, I see that we can set SLA only according to response time.

Can you please help me on this issue?

Thank you,

erdem

[Wolfgangf]

you can use a generic agent which sets SLA based on Priority

[sonhakari]

what's generic agent? different module?

I could not find regarding generic agent in ADMIN tag. I am going to check sysconfig?

[sonhakari]

sorry I see now generic agent.. But, it is sth like scheduled job setting?

[ugob]

Yes.

[sonhakari]

I could not decide how to create job for all states of tickets like minor,major etc.
Should I run a job in a minute period?
It would be great if we can add priorities with SLA in "customer SLA" tab.