I would like to submit a feature enhancement request based on our real-world use of Xcitium Service Desk 2 in a managed services environment.

Currently, the minimum SLA grace period available in Service Desk 2 is 6 hours. While this may be sufficient for standard support requests, it does not adequately address several critical ticket categories that require immediate attention.

Examples include:

• Employee Termination Requests

• Security Incident Reports

• Suspected Account Compromise

• Malware or Ransomware Events

• Unauthorized Access Reports

In these situations, a response target of 6 hours is far too long and does not reflect industry expectations or operational realities. Many MSPs and security providers require acknowledgment and action within 1–2 hours, and in some cases even sooner.

We would like to request the addition of the following SLA options:

• 1 Hour

• 2 Hours

• 4 Hours

These additional SLA intervals would provide significantly greater flexibility and allow service providers to align Service Desk 2 with contractual response commitments and security best practices.

Additionally, it would be extremely helpful if SLA Plans could automatically influence ticket priority. For example:

• 1 Hour SLA → Automatically set Priority = Critical

• 2 Hour SLA → Automatically set Priority = High

• 4 Hour SLA → Automatically set Priority = High

• 24 Hour SLA → Automatically set Priority = Normal

This functionality would simplify administration, reduce workflow complexity, and help ensure that high-priority requests are properly classified without requiring additional workflow rules.

As an MSP supporting multiple clients, we rely heavily on Help Topics and SLA Plans to drive ticket routing and urgency. Short-duration SLAs combined with automatic priority mapping would greatly improve the usability and effectiveness of Service Desk 2.

Thank you for your consideration. We appreciate the continued development of the Xcitium platform and would welcome the opportunity to provide additional feedback or participate in testing of these enhancements.

Sincerely,

Yuri Kasan