Ability to set SLA based on Incident or Service Request

Idea created by Emma McAdam on Apr 20, 2018
    New Idea

    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..