SLA scope on user roles

Idea created by 3265450 on May 25, 2016
    Under Consideration
    Score5
    • 3265450

    (Originally posted on 23, December 2014)

    I would like to propose the addition of an additional filter in the SLA scopes: Requester's role.

     

    My use case is that I want to have a SLA target saying the first comment on an incident must occur within one working day. But I only want it to happen on incidents that are reported my normal users, not the IT staff. In other words, the scope on the SLA should be limited Requester's Role = Portal User.

    What problem will this feature solve?: