SLA based on priority: ACL ?

[jables]

Hello,

Sorry if the question was already asked, but Google only gave me unanswered threads and the search function of this forum requires more than three characters, so i couldn't search "SLA" or "ACL".

The thing is, I would like to automatize the SLA selection when creating a ticket, considering the priority of the ticket and whether the customer is a VIP customer or not.

How can I do this ?

I thought about using the ACLs, but I don't see any SLA-related parameter in the parameter list... is it normal ?

Also, I'm pretty sure I saw "VIP requester" in the package manager... how can I install it ?

Thanks your for your time !

[jables]

No one ? :/

[eterjack]

Try used ACL