Yes, that I am aware of. Which is why I want to be able to change that. Or at the very least make Priority a bit more useful outside of just 'Low, Normal, High, Emergency', which while functional it is of the most basic function available. Being able to use SLA in place of Priority would allow more flexibility as well as provide better reporting options.

When creating a ticket (either as an agent OR as a client), have the option of using the SLA -INSTEAD- of Priority. See images for clarification.(Ticket creation screen from client view - not logged in)(Ticket Form view for editing the Ticket Details form)

Can this be added to the feature request/suggestions area to see if it can be implemented?Having an SLA be only internally facing or the Priority level not having any ability to adjust (such as adding time frames/due dates based on severity) limits a potential for usability. Just adding the same options to Priority that SLA has would be helpful (in terms of due dates/etc).

I am looking for a specific function, a time frame/due date that is set when the Priority is set. The current implementation of Priority does not do this (unless I am missing something). It is redundant to have a client open a ticket (which is 99% of the time) and select a Priority then the agent has to go in and set an SLA to have a defined time frame the ticket should be completed in depending on the selected Priority. Having either the SLA or Priority that can set that time frame can allow us to do multiple things. First it sets a time frame in which an overdue ticket will send an alert email to notify it hasn't been worked on. Second when we pull reports from the DB we can review the time a ticket is opened and how fast it is resolved within the time frame that is set for its Priority level. This provides an idea of efficiency for the department. It can also be broken down by agent to see who may be most efficient and who responds the quickest. Not that it is a contest, but having reports like this can assist in providing an employee with good general feedback.I am aware there is a due date function but we don't want the client to have access to that because they can select a Low priority then say they want it completed in an hour which is counter to what we want.I see this functionality in other software already where the priority can be set to a specific date to complete the ticket, and of course changing the priority will update that due date (just as the SLA does now in osTicket). And since osTicket already takes into account adding due date capability and an SLA, it would seem productive to provide the Priority setting with the ability to set a time frame based on that level instead of having two separate actions required to set this. Or, even being able to tie the Priority level to a specific SLA level. So if someone selects the 'Low' priority it automatically chooses the 'Low - (7day)' SLA to set the time frame. Unfortunately the only option we seem to have in this is the 'System Default' or to set a priority based upon the selected Help Topic, Department, or Filter Settings. All of these however leave out the ability to set the default SLA which will then set the time frame for a ticket based on its priority.