SLAs -> Special customer attributes

**Jamie Edwards** · **SLAs -> Special customer attributes -** 26-09-2007, 11:23 AM

Posted on behalf of a client.

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When SLA plan is created, there should be an ability to define not only Priority and Status fields but also a special attribute for a customer.

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Different customers have different levels of support. Thus, for VIP clients tickets with high priority should be updated in 30 min, while other customers should get a reply within one hour. The enhancement will help to implement more flexible schemes for different groups of customers.

**Jamie Edwards** · 31-01-2008, 12:36 PM

This request has been implemented and will be available in Version 4.

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