Currently you can only define the scope of an SLA to category, priority, site, department, or requester. Would be great if we could assign SLA's to groups or even technicians.
|What problem will this feature solve?:|
In our case our help desk gets assigned many different categories and it would be much simpler to assign the SLA to the group versus a bunch of different categories. Having it assigned to a category would require us to create a new SLA every time we created a category. Seems like from a team standpoint wanting an SLA on how your team is doing would make more sense if the SLA was tied to the group.