how to set the duedate based on a SLA and a priority ...

[RobOlijve]

Hi Y'all,

we want to work on the duedate in our supportsuite system.
so based on the SLA of the group/user and the priority of the ticket,
we want to set the duedate for the ticket ...

example :
SLA = 2hr response time
Priority = high

duedate/time should then be : 0,25 * 2hr response = 0,5hr duedate/time

if the priority for this group/person would be medium :
SLA = 2hr response time (same SLA)
prio = medium

duedate/time should then be : 1,0 * 2hr response = 2hr duedate/time

best idea we had so far : make for the group/user a SLA-high, SLA-med, SLA-low ... but then we have the problem that the person entering the ticket has to choose a SLA instead of a priority ... there is as far as we know no way to let a user choose the SLA on entering the ticket ... is there?

any help would be highly appreciated,

kind regards,

Rob Olijve
Service Desk Manager
G2Speech B.V.