It would be great to be able to create SLAs for these different types of ticket. I am aware of the workaround (setting them to be different categories) but we do not want to do that..
|What problem will this feature solve?:|
SLAs that are incident based are being applied to service requests (that should have a longer timeframe to action). Although service requests can be filtered out in the reporting, incident management is difficult when managing a view of mixed tickets all being judged against the same SLA criteria..