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Former Member
Jun 15, 2016 at 08:47 PM

ITSM: Diferent Service Profiles by Priority.

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Hi Expert!

I want to know if this is possible.

We are implementing ITSM, and the client wants to have different Service Profiles depending on the priority of the transaction, for example: If an Incident is created with priority 'Very High' this transaction should be solved in the next 8 hours (24 hours support, can't wait for the next working day). But if the incident has priority 'High" the issue can be solve in the next 16 hour on regular working hours (9am to 5pm).

Is this possible?How?

Thanks
Henry Lopez