We have two issues with SLAs.
We created a set of SLAs for Incidents and one for Service Requests with the intent that they would have different urgencies and impacts and therefor different due dates. However, with only one Priority Matrix available, the only due dates calcuated are those we created for incidents. How can we establish two different sets of due dates based on the Request Type.
The second issue is related. When I created the urgency types for the Request type Service Requests, I also added a "Project" type to designate requests that would take longer than a normal low priority, but less than a full project for project management. However, the only urgency types that appear in the request form are those created for Incidents. When I change the type to Service Request, shouldn't I receive the urgency types for that type?