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In Supportworks you can set SLA's at each level of the profile categories, whilst in Hornbill you cannot. Understood, you can work this into the workflow by using the code and the hornbill automation, however this does seem a little long winded. 


Is this a feature you are working on (making the profile section a little more flexible - including force executions e.g. log a problem if you receive X amount of these logged within a X period of time?



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