I have 2 main questions:
1. When I create a support contract for an account, I can associate an SLA and a product with that contract.
I would like to know if it is possible to activate the SLA of this contract only when a ticket is opened that contains the same product specified in the contract, and thus, we can have multiple SLAs and contracts for my customers accounts.
2. My clients (1 Account) can have multiple software or multiple subscriptions contracted with us.
For each subscription, they can have different SLA plans.
My goal is to create a custom module called "Environments", where all the subscriptions that the client has contracted with us will be listed.
I would like to know if it is possible to associate an SLA or a contract with an Environment (maybe with lookup fields).
That way, just like in the first case, where we were able to associate the SLA by product, I could associate the SLA by the Environment in which the client opened the ticket and have different SLAs for each subscription he has.
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