I need to configure different response times profiles and service times profiles depending on the transaction type created. In the past I only assigned the response and service profile in Service Product Investigation and every transaction type received the same treatment for SLA determination.
I was thinking that maybe I could create different service products (one for Incident and one for ServReq).. Assigned the correspondent service and response profiles to each Service Product, and then add each Service product to Categories in the Multilevel Categorization configuration.
First I don't know if this is going to work. Have anyone done this type of config. Does anyone have an idea of the best approach to achieve this?