Hi,

I find the blueprint feature very useful, and it is great to be able to apply state-level SLAs. However, in a multi-level SLAs, what is the best approach to best track them?

Say I have an SLA on a state, but that SLA is different depending on the Priority (Critical, High, Medium, Low) of my ticket. For example, I could have a commitment of 1 hour for a Critical ticket, and 4 hours for any other ticket priority. Do I have to create 1 blueprint per priority in order to track this accurately?

Thank you