Ability to set SLA for a group

Idea created by Michael Howe on Jan 26, 2018
    New Idea
    Score5
    • Matthew Clements

    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.