SLA can be chosen per ticket, in the template editor.
Sometimes I create a special SLA for a specific template. Then I have to go into the SLA and generate the search criteria, contains this does not contain that ect. This SLA search is great for broad spectrum but to me it seems easier to have this as a drop down field to choose the SLA from SLA's created.
Many tickets do not have SLA's but in the same category we will have a few templates with different SLA's this requires multiple SLA's with different search criteria.
Many tickets do not have SLA's but in the same category we will have a few templates with different SLA's this requires multiple SLA's with different search criteria.