Interesting challenge, and although it sounds like a fairly common scenario I can't see an obvious way of doing it.
Instead, my approach would be:
- have a script action as a response to the incident.inserted event
- have this script interrogate the groups the individual belongs to
- attach the customer-based SLA to this incident if isMemberOf() revels them to belong to the VIP group
It's a bit of a convoluted way of doing it. A business rule may be cleaner, but either way it sounds like some scripting is needed to check the group level.
An alternative way is - if you're not using the VIP flag - to have a business rule that bestows this flag upon them joining the group (and removal when they leave the group) so that every member of the VIP group also has the VIP flag against the as a user. The SLA can then use this user condition to trigger the customer-based SLA. That's kinda the purpose of the VIP flag, but it's not extensible enough to cater for more than one group/SLA combination.
Does that help at all? It seems strange that there's no standard way of doing it (at least, not that I can see)
