So, basically we have an installation of RT 4.4.2 configured with RTIR.
Incident reports are automatically generated into RT from an alert management application called 411(https://github.com/etsy/411).
All works well and the incident reports are created each time. Now we want to implement different SLA levels based on a keyword present in the incident report subject.
So basically the question is:
Can you set different SLA levels for incident reports without using different queues, using REST API to open the ticket?