This is loosely tied to another issue I just posted, which was a direct reply to the initial feature request.

The poster adds that they'd like "due dates" attached to the expanded SLA plans mentioned over in CHD-802.

From the forums: http://www.cerb4.com/forums/showpost.php?p=7073&postcount=3

[[quote]]
I've looked into the two things, what I'm trying to do is tie them together and thus filter the in-box based upon SLA levels. For example a certain SLA level moves to bucket A and others to bucket B, moving to different groups might also be a good thing as well. Were looking to have high SLA customers be handled by different sections of our support staff.

The closest I've come up with is setting up custom work spaces but these can't be pushed out to support reps programmaticly without hacking at the database as far as I can tell.
[[/quote]]

Being able to tag SLA's to calls are key...

1 - Urgent 1 hour response
2- Standard 2 hour response
3- Low 4 hour response

etc....

Update this thread when completed.
http://www.cerb4.com/forums/showthread.php?p=10257#post10257

We have SLA's by client by ticket group ( queue or bucket in 4.2 )

This enables us to put calls into there respective groups by customer the only thing we cant do on 2.5 that would help is the ablility to create a matrix.

IE create SLA responce priority's that link to hte queue or bucket by customer.

We have remote customers that have 1, 2 or 4 hr response times depening on the customer. On site calls can be 1,2,4,8 hr respose or server calls that are 30 min,1,2,4,8 hr response.

The ability to alter the calls response times in the ticket would be great to.

Chris

Closing as a dupe of the linked issue (will refer to from there).

Please move your votes + watchers.