(Originally posted on 5, February 2014)
A few useful improvements: Service Requests should have a separate set of rules from the other incidents (for example, service requests don't usually have comments); Maybe have different SLM rules for different Incident Types; When we use the "Auto Assign" feature this makes the "Unassigned" SLM rule less useful. More useful would be an SLM rule for an incident that is still in "New" state after X time."
|What problem will this feature solve?:|