diff --git a/erpnext/config/hr.py b/erpnext/config/hr.py
index 607a5fd135e..21e6a505a86 100644
--- a/erpnext/config/hr.py
+++ b/erpnext/config/hr.py
@@ -18,6 +18,11 @@ def get_data():
 					"onboard": 1,
 					"dependencies": ["Employee"]
 				},
+				{
+					"type": "doctype",
+					"name": "Employee Group",
+					"dependencies": ["Employee"]
+				},
 				{
 					"type": "doctype",
 					"name": "Attendance",
diff --git a/erpnext/config/support.py b/erpnext/config/support.py
index 47dc53e4488..0301bb3e196 100644
--- a/erpnext/config/support.py
+++ b/erpnext/config/support.py
@@ -12,6 +12,16 @@ def get_data():
 					"description": _("Support queries from customers."),
 					"onboard": 1,
 				},
+				{
+					"type": "doctype",
+					"name": "Issue Type",
+					"description": _("Issue Type."),
+				},
+				{
+					"type": "doctype",
+					"name": "Issue Priority",
+					"description": _("Issue Priority."),
+				},
 				{
 					"type": "doctype",
 					"name": "Communication",
@@ -38,11 +48,6 @@ def get_data():
 		{
 			"label": _("Service Level Agreement"),
 			"items": [
-				{
-					"type": "doctype",
-					"name": "Employee Group",
-					"description": _("Support Team."),
-				},
 				{
 					"type": "doctype",
 					"name": "Service Level",
diff --git a/erpnext/hooks.py b/erpnext/hooks.py
index 1d1dc627122..6ce75bbac36 100644
--- a/erpnext/hooks.py
+++ b/erpnext/hooks.py
@@ -242,7 +242,8 @@ scheduler_events = {
 		"erpnext.accounts.doctype.gl_entry.gl_entry.rename_gle_sle_docs",
 		"erpnext.projects.doctype.project.project.hourly_reminder",
 		"erpnext.projects.doctype.project.project.collect_project_status",
-		"erpnext.hr.doctype.shift_type.shift_type.process_auto_attendance_for_all_shifts"
+		"erpnext.hr.doctype.shift_type.shift_type.process_auto_attendance_for_all_shifts",
+		"erpnext.support.doctype.issue.issue.set_service_level_agreement_variance",
 	],
 	"daily": [
 		"erpnext.stock.reorder_item.reorder_item",
@@ -264,7 +265,7 @@ scheduler_events = {
 		"erpnext.projects.doctype.project.project.update_project_sales_billing",
 		"erpnext.projects.doctype.project.project.send_project_status_email_to_users",
 		"erpnext.quality_management.doctype.quality_review.quality_review.review",
-		"erpnext.support.doctype.service_level_agreement.service_level_agreement.check_agreement_status"
+		"erpnext.support.doctype.service_level_agreement.service_level_agreement.check_agreement_status",
 	],
 	"daily_long": [
 		"erpnext.manufacturing.doctype.bom_update_tool.bom_update_tool.update_latest_price_in_all_boms"
diff --git a/erpnext/patches.txt b/erpnext/patches.txt
index 9c1f3eaf728..dcf91a4a697 100644
--- a/erpnext/patches.txt
+++ b/erpnext/patches.txt
@@ -605,4 +605,5 @@ erpnext.patches.v11_1.delete_scheduling_tool
 erpnext.patches.v12_0.make_custom_fields_for_bank_remittance #14-06-2019
 execute:frappe.delete_doc_if_exists("Page", "support-analytics")
 erpnext.patches.v12_0.make_item_manufacturer
-erpnext.patches.v12_0.set_quotation_status
\ No newline at end of file
+erpnext.patches.v12_0.set_quotation_status
+erpnext.patches.v12_0.set_priority_for_support
diff --git a/erpnext/patches/v12_0/set_priority_for_support.py b/erpnext/patches/v12_0/set_priority_for_support.py
new file mode 100644
index 00000000000..cc290396f84
--- /dev/null
+++ b/erpnext/patches/v12_0/set_priority_for_support.py
@@ -0,0 +1,78 @@
+import frappe
+
+def execute():
+	frappe.reload_doc("support", "doctype", "issue_priority")
+	frappe.reload_doc("support", "doctype", "service_level_priority")
+
+	set_issue_priority()
+	set_priority_for_issue()
+	set_priorities_service_level()
+	set_priorities_service_level_agreement()
+
+def set_issue_priority():
+	# Adds priority from issue to Issue Priority DocType as Priority is a new DocType.
+	for priority in frappe.get_meta("Issue").get_field("priority").options.split("\n"):
+		if priority and not frappe.db.exists("Issue Priority", priority):
+			frappe.get_doc({
+				"doctype": "Issue Priority",
+				"name": priority
+			}).insert(ignore_permissions=True)
+
+def set_priority_for_issue():
+	# Sets priority for Issues as Select field is changed to Link field.
+	issue_priority = frappe.get_list("Issue", fields=["name", "priority"])
+	frappe.reload_doc("support", "doctype", "issue")
+
+	for issue in issue_priority:
+		frappe.db.set_value("Issue", issue.name, "priority", issue.priority)
+
+def set_priorities_service_level():
+	# Migrates "priority", "response_time", "response_time_period", "resolution_time", "resolution_time_period" to Child Table
+	# as a Service Level can have multiple priorities
+	try:
+		service_level_priorities = frappe.get_list("Service Level", fields=["name", "priority", "response_time", "response_time_period", "resolution_time", "resolution_time_period"])
+
+		frappe.reload_doc("support", "doctype", "service_level")
+
+		for service_level in service_level_priorities:
+			if service_level:
+				doc = frappe.get_doc("Service Level", service_level.name)
+				doc.append("priorities", {
+					"priority": service_level.priority,
+					"default_priority": 1,
+					"response_time": service_level.response_time,
+					"response_time_period": service_level.response_time_period,
+					"resolution_time": service_level.resolution_time,
+					"resolution_time_period": service_level.resolution_time_period
+				})
+				doc.save(ignore_permissions=True)
+	except frappe.db.TableMissingError:
+		frappe.reload_doc("support", "doctype", "service_level")
+
+def set_priorities_service_level_agreement():
+	# Migrates "priority", "response_time", "response_time_period", "resolution_time", "resolution_time_period" to Child Table
+	# as a Service Level Agreement can have multiple priorities
+	try:
+		service_level_agreement_priorities = frappe.get_list("Service Level Agreement", fields=["name", "priority", "response_time", "response_time_period", "resolution_time", "resolution_time_period"])
+
+		frappe.reload_doc("support", "doctype", "service_level_agreement")
+
+		for service_level_agreement in service_level_agreement_priorities:
+			if service_level_agreement:
+				doc = frappe.get_doc("Service Level Agreement", service_level_agreement.name)
+
+				if doc.customer:
+					doc.entity_type = "Customer"
+					doc.entity = doc.customer
+
+				doc.append("priorities", {
+					"priority": service_level_agreement.priority,
+					"default_priority": 1,
+					"response_time": service_level_agreement.response_time,
+					"response_time_period": service_level_agreement.response_time_period,
+					"resolution_time": service_level_agreement.resolution_time,
+					"resolution_time_period": service_level_agreement.resolution_time_period
+				})
+				doc.save(ignore_permissions=True)
+	except frappe.db.TableMissingError:
+		frappe.reload_doc("support", "doctype", "service_level_agreement")
\ No newline at end of file
diff --git a/erpnext/setup/doctype/customer_group/customer_group.py b/erpnext/setup/doctype/customer_group/customer_group.py
index 388ddcaadab..f62613ea1bb 100644
--- a/erpnext/setup/doctype/customer_group/customer_group.py
+++ b/erpnext/setup/doctype/customer_group/customer_group.py
@@ -8,7 +8,7 @@ from frappe import _
 
 from frappe.utils.nestedset import NestedSet
 class CustomerGroup(NestedSet):
-	nsm_parent_field = 'parent_customer_group';
+	nsm_parent_field = 'parent_customer_group'
 
 	def on_update(self):
 		self.validate_name_with_customer()
diff --git a/erpnext/setup/setup_wizard/operations/install_fixtures.py b/erpnext/setup/setup_wizard/operations/install_fixtures.py
index 89f4e3036e8..4b734df61d5 100644
--- a/erpnext/setup/setup_wizard/operations/install_fixtures.py
+++ b/erpnext/setup/setup_wizard/operations/install_fixtures.py
@@ -173,6 +173,11 @@ def install(country=None):
 			{"attribute_value": _("White"), "abbr": "WHI"}
 		]},
 
+		# Issue Priority
+		{'doctype': 'Issue Priority', 'name': _('Low')},
+		{'doctype': 'Issue Priority', 'name': _('Medium')},
+		{'doctype': 'Issue Priority', 'name': _('High')},
+
 		#Job Applicant Source
 		{'doctype': 'Job Applicant Source', 'source_name': _('Website Listing')},
 		{'doctype': 'Job Applicant Source', 'source_name': _('Walk In')},
diff --git a/erpnext/support/doctype/issue/issue.js b/erpnext/support/doctype/issue/issue.js
index 97b34e94018..ba54edcf399 100644
--- a/erpnext/support/doctype/issue/issue.js
+++ b/erpnext/support/doctype/issue/issue.js
@@ -1,13 +1,43 @@
 frappe.ui.form.on("Issue", {
 	onload: function(frm) {
 		frm.email_field = "raised_by";
+
 		if (frm.doc.service_level_agreement) {
-			set_time_to_resolve_and_response(frm);
+			frappe.call({
+				method: "erpnext.support.doctype.service_level_agreement.service_level_agreement.get_service_level_agreement_filters",
+				args: {
+					name: frm.doc.service_level_agreement,
+					customer: frm.doc.customer
+				},
+				callback: function (r) {
+					if (r && r.message) {
+						frm.set_query('priority', function() {
+							return {
+								filters: {
+									"name": ["in", r.message.priority],
+								}
+							};
+						});
+						frm.set_query('service_level_agreement', function() {
+							return {
+								filters: {
+									"name": ["in", r.message.service_level_agreements],
+								}
+							};
+						});
+					}
+				}
+			});
 		}
 	},
 
 	refresh: function (frm) {
-		if (frm.doc.status !== "Closed") {
+
+		if (frm.doc.status !== "Closed" && frm.doc.agreement_fulfilled === "Ongoing") {
+			if (frm.doc.service_level_agreement) {
+				set_time_to_resolve_and_response(frm);
+			}
+
 			frm.add_custom_button(__("Close"), function () {
 				frm.set_value("status", "Closed");
 				frm.save();
@@ -20,6 +50,22 @@ frappe.ui.form.on("Issue", {
 				});
 			}, __("Make"));
 		} else {
+			if (frm.doc.service_level_agreement) {
+				frm.dashboard.clear_headline();
+
+				let agreement_fulfilled = (frm.doc.agreement_fulfilled == "Fulfilled") ?
+					{"indicator": "green", "msg": "Service Level Agreement has been fulfilled"} :
+					{"indicator": "red", "msg": "Service Level Agreement Failed"};
+
+				frm.dashboard.set_headline_alert(
+					'<div class="row">' +
+						'<div class="col-xs-12">' +
+							'<span class="indicator whitespace-nowrap '+ agreement_fulfilled.indicator +'"><span class="hidden-xs">'+ agreement_fulfilled.msg +'</span></span> ' +
+						'</div>' +
+					'</div>'
+				);
+			}
+
 			frm.add_custom_button(__("Reopen"), function () {
 				frm.set_value("status", "Open");
 				frm.save();
@@ -27,6 +73,27 @@ frappe.ui.form.on("Issue", {
 		}
 	},
 
+	priority: function(frm) {
+		if (frm.doc.service_level_agreement) {
+			frm.call('change_service_level_agreement_and_priority', {
+				"priority": frm.doc.priority,
+				"service_level_agreement": frm.doc.service_level_agreement
+			}).then(() => {
+				frappe.msgprint(__("Issue Priority changed to {0}.", [frm.doc.priority]));
+				frm.refresh();
+			});
+		}
+	},
+
+	service_level_agreement: function(frm) {
+		frm.call('change_service_level_agreement_and_priority', {
+			"service_level_agreement": frm.doc.service_level_agreement
+		}).then(() => {
+			frappe.msgprint(__("Service Level Agreement changed to {0}.", [frm.doc.service_level_agreement]));
+			frm.refresh();
+		});
+	},
+
 	timeline_refresh: function(frm) {
 		// create button for "Help Article"
 		if(frappe.model.can_create('Help Article')) {
@@ -81,36 +148,26 @@ frappe.ui.form.on("Issue", {
 });
 
 function set_time_to_resolve_and_response(frm) {
+	frm.dashboard.clear_headline();
 
-	const customer = frm.fields_dict['customer'].$wrapper;
-	const email_account = frm.fields_dict['email_account'].$wrapper;
+	var time_to_respond = get_time_left(frm.doc.response_by, frm.doc.agreement_fulfilled);
+	var time_to_resolve = get_time_left(frm.doc.resolution_by, frm.doc.agreement_fulfilled);
 
-	const time_to_respond = $(get_time_left_element(__('Time To Respond'), frm.doc.response_by));
-	const time_to_resolve = $(get_time_left_element(__('Time To Resolve'), frm.doc.resolution_by));
-
-	time_to_respond.insertAfter(customer);
-	time_to_resolve.insertAfter(email_account);
+	frm.dashboard.set_headline_alert(
+		'<div class="row">' +
+			'<div class="col-xs-6">' +
+				'<span class="indicator whitespace-nowrap '+ time_to_respond.indicator +'"><span class="hidden-xs">Time to Respond: '+ time_to_respond.diff_display +'</span></span> ' +
+			'</div>' +
+			'<div class="col-xs-6">' +
+				'<span class="indicator whitespace-nowrap '+ time_to_resolve.indicator +'"><span class="hidden-xs">Time to Resolve: '+ time_to_resolve.diff_display +'</span></span> ' +
+			'</div>' +
+		'</div>'
+	);
 }
 
-function get_time_left_element(label, timestamp) {
-	$('.'+ frappe.scrub(label) +'').remove();
-	return `
-		<div class="frappe-control input-max-width `+ frappe.scrub(label) +`" data-field_name="`+ frappe.scrub(label) +`">
-			<div class="form-group">
-				<div class="clearfix">
-					<label class="control-label" style="padding-right: 0px;">
-						${label}
-					</label>
-				</div>
-				<div class="control-input-wrapper">
-					<div class="control-value like-disabled-input">${get_time_left(timestamp)}</div>
-				</div>
-			</div>
-		</div>
-	`;
-}
-
-function get_time_left(timestamp) {
+function get_time_left(timestamp, agreement_fulfilled) {
 	const diff = moment(timestamp).diff(moment());
-	return diff >= 44500 ? moment.duration(diff).humanize() : 0;
+	const diff_display = diff >= 44500 ? moment.duration(diff).humanize() : moment(0, 'seconds').format('HH:mm');
+	let indicator = (diff_display == '00:00' && agreement_fulfilled != "Fulfilled") ? "red" : "green";
+	return {"diff_display": diff_display, "indicator": indicator};
 }
diff --git a/erpnext/support/doctype/issue/issue.json b/erpnext/support/doctype/issue/issue.json
index 91b718e86f2..3ad5153a6b5 100644
--- a/erpnext/support/doctype/issue/issue.json
+++ b/erpnext/support/doctype/issue/issue.json
@@ -1,1309 +1,364 @@
 {
- "allow_copy": 0, 
- "allow_events_in_timeline": 0, 
- "allow_guest_to_view": 0, 
- "allow_import": 1, 
- "allow_rename": 1, 
- "autoname": "naming_series:", 
- "beta": 0, 
- "creation": "2013-02-01 10:36:25", 
- "custom": 0, 
- "docstatus": 0, 
- "doctype": "DocType", 
- "document_type": "Setup", 
- "editable_grid": 0, 
- "engine": "InnoDB", 
+ "allow_import": 1,
+ "allow_rename": 1,
+ "autoname": "naming_series:",
+ "creation": "2013-02-01 10:36:25",
+ "doctype": "DocType",
+ "document_type": "Setup",
+ "engine": "InnoDB",
+ "field_order": [
+  "subject_section",
+  "naming_series",
+  "subject",
+  "customer",
+  "raised_by",
+  "cb00",
+  "status",
+  "priority",
+  "issue_type",
+  "sb_details",
+  "description",
+  "service_level_section",
+  "service_level_agreement",
+  "response_by",
+  "response_by_variance",
+  "cb",
+  "agreement_fulfilled",
+  "resolution_by",
+  "resolution_by_variance",
+  "response",
+  "mins_to_first_response",
+  "first_responded_on",
+  "additional_info",
+  "lead",
+  "contact",
+  "email_account",
+  "column_break_16",
+  "customer_name",
+  "project",
+  "company",
+  "section_break_19",
+  "resolution_details",
+  "column_break1",
+  "opening_date",
+  "opening_time",
+  "resolution_date",
+  "content_type",
+  "attachment",
+  "via_customer_portal"
+ ],
  "fields": [
   {
-   "allow_bulk_edit": 0, 
-   "allow_in_quick_entry": 0, 
-   "allow_on_submit": 0, 
-   "bold": 0, 
-   "collapsible": 0, 
-   "columns": 0, 
-   "fetch_if_empty": 0, 
-   "fieldname": "subject_section", 
-   "fieldtype": "Section Break", 
-   "hidden": 0, 
-   "ignore_user_permissions": 0, 
-   "ignore_xss_filter": 0, 
-   "in_filter": 0, 
-   "in_global_search": 0, 
-   "in_list_view": 0, 
-   "in_standard_filter": 0, 
-   "label": "Subject", 
-   "length": 0, 
-   "no_copy": 0, 
-   "options": "fa fa-flag", 
-   "permlevel": 0, 
-   "print_hide": 0, 
-   "print_hide_if_no_value": 0, 
-   "read_only": 0, 
-   "remember_last_selected_value": 0, 
-   "report_hide": 0, 
-   "reqd": 0, 
-   "search_index": 0, 
-   "set_only_once": 0, 
-   "translatable": 0, 
-   "unique": 0
-  }, 
+   "fieldname": "subject_section",
+   "fieldtype": "Section Break",
+   "label": "Subject",
+   "options": "fa fa-flag"
+  },
   {
-   "allow_bulk_edit": 0, 
-   "allow_in_quick_entry": 0, 
-   "allow_on_submit": 0, 
-   "bold": 0, 
-   "collapsible": 0, 
-   "columns": 0, 
-   "default": "", 
-   "fetch_if_empty": 0, 
-   "fieldname": "naming_series", 
-   "fieldtype": "Select", 
-   "hidden": 0, 
-   "ignore_user_permissions": 0, 
-   "ignore_xss_filter": 0, 
-   "in_filter": 0, 
-   "in_global_search": 0, 
-   "in_list_view": 0, 
-   "in_standard_filter": 0, 
-   "label": "Series", 
-   "length": 0, 
-   "no_copy": 1, 
-   "options": "ISS-.YYYY.-", 
-   "permlevel": 0, 
-   "print_hide": 1, 
-   "print_hide_if_no_value": 0, 
-   "read_only": 0, 
-   "remember_last_selected_value": 0, 
-   "report_hide": 0, 
-   "reqd": 0, 
-   "search_index": 0, 
-   "set_only_once": 1, 
-   "translatable": 0, 
-   "unique": 0
-  }, 
+   "fieldname": "naming_series",
+   "fieldtype": "Select",
+   "label": "Series",
+   "no_copy": 1,
+   "options": "ISS-.YYYY.-",
+   "print_hide": 1,
+   "set_only_once": 1
+  },
   {
-   "allow_bulk_edit": 0, 
-   "allow_in_quick_entry": 0, 
-   "allow_on_submit": 0, 
-   "bold": 1, 
-   "collapsible": 0, 
-   "columns": 0, 
-   "fetch_if_empty": 0, 
-   "fieldname": "subject", 
-   "fieldtype": "Data", 
-   "hidden": 0, 
-   "ignore_user_permissions": 0, 
-   "ignore_xss_filter": 0, 
-   "in_filter": 0, 
-   "in_global_search": 1, 
-   "in_list_view": 0, 
-   "in_standard_filter": 0, 
-   "label": "Subject", 
-   "length": 0, 
-   "no_copy": 0, 
-   "permlevel": 0, 
-   "print_hide": 0, 
-   "print_hide_if_no_value": 0, 
-   "read_only": 0, 
-   "remember_last_selected_value": 0, 
-   "report_hide": 0, 
-   "reqd": 1, 
-   "search_index": 0, 
-   "set_only_once": 0, 
-   "translatable": 0, 
-   "unique": 0
-  }, 
+   "bold": 1,
+   "fieldname": "subject",
+   "fieldtype": "Data",
+   "in_global_search": 1,
+   "label": "Subject",
+   "reqd": 1
+  },
   {
-   "allow_bulk_edit": 0, 
-   "allow_in_quick_entry": 0, 
-   "allow_on_submit": 0, 
-   "bold": 0, 
-   "collapsible": 0, 
-   "columns": 0, 
-   "fetch_if_empty": 0, 
-   "fieldname": "customer", 
-   "fieldtype": "Link", 
-   "hidden": 0, 
-   "ignore_user_permissions": 0, 
-   "ignore_xss_filter": 0, 
-   "in_filter": 0, 
-   "in_global_search": 1, 
-   "in_list_view": 0, 
-   "in_standard_filter": 0, 
-   "label": "Customer", 
-   "length": 0, 
-   "no_copy": 0, 
-   "oldfieldname": "customer", 
-   "oldfieldtype": "Link", 
-   "options": "Customer", 
-   "permlevel": 0, 
-   "print_hide": 1, 
-   "print_hide_if_no_value": 0, 
-   "read_only": 0, 
-   "remember_last_selected_value": 0, 
-   "report_hide": 0, 
-   "reqd": 0, 
-   "search_index": 1, 
-   "set_only_once": 0, 
-   "translatable": 0, 
-   "unique": 0
-  }, 
+   "fieldname": "customer",
+   "fieldtype": "Link",
+   "in_global_search": 1,
+   "label": "Customer",
+   "oldfieldname": "customer",
+   "oldfieldtype": "Link",
+   "options": "Customer",
+   "print_hide": 1,
+   "search_index": 1
+  },
   {
-   "allow_bulk_edit": 0, 
-   "allow_in_quick_entry": 0, 
-   "allow_on_submit": 0, 
-   "bold": 1, 
-   "collapsible": 0, 
-   "columns": 0, 
-   "depends_on": "eval:doc.__islocal", 
-   "fetch_if_empty": 0, 
-   "fieldname": "raised_by", 
-   "fieldtype": "Data", 
-   "hidden": 0, 
-   "ignore_user_permissions": 0, 
-   "ignore_xss_filter": 0, 
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-   "in_list_view": 0, 
-   "in_standard_filter": 0, 
-   "label": "Contact", 
-   "length": 0, 
-   "no_copy": 0, 
-   "options": "Contact", 
-   "permlevel": 0, 
-   "print_hide": 0, 
-   "print_hide_if_no_value": 0, 
-   "read_only": 0, 
-   "remember_last_selected_value": 0, 
-   "report_hide": 0, 
-   "reqd": 0, 
-   "search_index": 0, 
-   "set_only_once": 0, 
-   "translatable": 0, 
-   "unique": 0
-  }, 
+   "fieldname": "email_account",
+   "fieldtype": "Link",
+   "label": "Email Account",
+   "options": "Email Account"
+  },
   {
-   "allow_bulk_edit": 0, 
-   "allow_in_quick_entry": 0, 
-   "allow_on_submit": 0, 
-   "bold": 0, 
-   "collapsible": 0, 
-   "columns": 0, 
-   "fetch_if_empty": 0, 
-   "fieldname": "email_account", 
-   "fieldtype": "Link", 
-   "hidden": 0, 
-   "ignore_user_permissions": 0, 
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-   "in_filter": 0, 
-   "in_global_search": 0, 
-   "in_list_view": 0, 
-   "in_standard_filter": 0, 
-   "label": "Email Account", 
-   "length": 0, 
-   "no_copy": 0, 
-   "options": "Email Account", 
-   "permlevel": 0, 
-   "precision": "", 
-   "print_hide": 0, 
-   "print_hide_if_no_value": 0, 
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-   "remember_last_selected_value": 0, 
-   "report_hide": 0, 
-   "reqd": 0, 
-   "search_index": 0, 
-   "set_only_once": 0, 
-   "translatable": 0, 
-   "unique": 0
-  }, 
+   "fieldname": "column_break_16",
+   "fieldtype": "Column Break"
+  },
   {
-   "allow_bulk_edit": 0, 
-   "allow_in_quick_entry": 0, 
-   "allow_on_submit": 0, 
-   "bold": 0, 
-   "collapsible": 0, 
-   "columns": 0, 
-   "fetch_if_empty": 0, 
-   "fieldname": "column_break_16", 
-   "fieldtype": "Column Break", 
-   "hidden": 0, 
-   "ignore_user_permissions": 0, 
-   "ignore_xss_filter": 0, 
-   "in_filter": 0, 
-   "in_global_search": 0, 
-   "in_list_view": 0, 
-   "in_standard_filter": 0, 
-   "length": 0, 
-   "no_copy": 0, 
-   "permlevel": 0, 
-   "precision": "", 
-   "print_hide": 0, 
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-   "remember_last_selected_value": 0, 
-   "report_hide": 0, 
-   "reqd": 0, 
-   "search_index": 0, 
-   "set_only_once": 0, 
-   "translatable": 0, 
-   "unique": 0
-  }, 
+   "bold": 1,
+   "fieldname": "customer_name",
+   "fieldtype": "Data",
+   "label": "Customer Name",
+   "oldfieldname": "customer_name",
+   "oldfieldtype": "Data",
+   "read_only": 1
+  },
   {
-   "allow_bulk_edit": 0, 
-   "allow_in_quick_entry": 0, 
-   "allow_on_submit": 0, 
-   "bold": 1, 
-   "collapsible": 0, 
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-   "fetch_if_empty": 0, 
-   "fieldname": "customer_name", 
-   "fieldtype": "Data", 
-   "hidden": 0, 
-   "ignore_user_permissions": 0, 
-   "ignore_xss_filter": 0, 
-   "in_filter": 0, 
-   "in_global_search": 0, 
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-   "label": "Customer Name", 
-   "length": 0, 
-   "no_copy": 0, 
-   "oldfieldname": "customer_name", 
-   "oldfieldtype": "Data", 
-   "permlevel": 0, 
-   "print_hide": 0, 
-   "print_hide_if_no_value": 0, 
-   "read_only": 1, 
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-   "report_hide": 0, 
-   "reqd": 0, 
-   "search_index": 0, 
-   "set_only_once": 0, 
-   "translatable": 0, 
-   "unique": 0
-  }, 
+   "fieldname": "project",
+   "fieldtype": "Link",
+   "label": "Project",
+   "options": "Project"
+  },
   {
-   "allow_bulk_edit": 0, 
-   "allow_in_quick_entry": 0, 
-   "allow_on_submit": 0, 
-   "bold": 0, 
-   "collapsible": 0, 
-   "columns": 0, 
-   "fetch_if_empty": 0, 
-   "fieldname": "project", 
-   "fieldtype": "Link", 
-   "hidden": 0, 
-   "ignore_user_permissions": 0, 
-   "ignore_xss_filter": 0, 
-   "in_filter": 0, 
-   "in_global_search": 0, 
-   "in_list_view": 0, 
-   "in_standard_filter": 0, 
-   "label": "Project", 
-   "length": 0, 
-   "no_copy": 0, 
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-   "permlevel": 0, 
-   "precision": "", 
-   "print_hide": 0, 
-   "print_hide_if_no_value": 0, 
-   "read_only": 0, 
-   "remember_last_selected_value": 0, 
-   "report_hide": 0, 
-   "reqd": 0, 
-   "search_index": 0, 
-   "set_only_once": 0, 
-   "translatable": 0, 
-   "unique": 0
-  }, 
+   "fieldname": "company",
+   "fieldtype": "Link",
+   "label": "Company",
+   "options": "Company",
+   "print_hide": 1
+  },
   {
-   "allow_bulk_edit": 0, 
-   "allow_in_quick_entry": 0, 
-   "allow_on_submit": 0, 
-   "bold": 0, 
-   "collapsible": 0, 
-   "columns": 0, 
-   "fetch_if_empty": 0, 
-   "fieldname": "company", 
-   "fieldtype": "Link", 
-   "hidden": 0, 
-   "ignore_user_permissions": 0, 
-   "ignore_xss_filter": 0, 
-   "in_filter": 0, 
-   "in_global_search": 0, 
-   "in_list_view": 0, 
-   "in_standard_filter": 0, 
-   "label": "Company", 
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-   "no_copy": 0, 
-   "options": "Company", 
-   "permlevel": 0, 
-   "print_hide": 1, 
-   "print_hide_if_no_value": 0, 
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-   "reqd": 0, 
-   "search_index": 0, 
-   "set_only_once": 0, 
-   "translatable": 0, 
-   "unique": 0
-  }, 
+   "collapsible": 1,
+   "fieldname": "section_break_19",
+   "fieldtype": "Section Break",
+   "label": "Resolution"
+  },
   {
-   "allow_bulk_edit": 0, 
-   "allow_in_quick_entry": 0, 
-   "allow_on_submit": 0, 
-   "bold": 0, 
-   "collapsible": 1, 
-   "columns": 0, 
-   "fetch_if_empty": 0, 
-   "fieldname": "section_break_19", 
-   "fieldtype": "Section Break", 
-   "hidden": 0, 
-   "ignore_user_permissions": 0, 
-   "ignore_xss_filter": 0, 
-   "in_filter": 0, 
-   "in_global_search": 0, 
-   "in_list_view": 0, 
-   "in_standard_filter": 0, 
-   "label": "Resolution", 
-   "length": 0, 
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-   "reqd": 0, 
-   "search_index": 0, 
-   "set_only_once": 0, 
-   "translatable": 0, 
-   "unique": 0
-  }, 
+   "depends_on": "eval:!doc.__islocal",
+   "fieldname": "resolution_details",
+   "fieldtype": "Text Editor",
+   "label": "Resolution Details",
+   "no_copy": 1,
+   "oldfieldname": "resolution_details",
+   "oldfieldtype": "Text"
+  },
   {
-   "allow_bulk_edit": 0, 
-   "allow_in_quick_entry": 0, 
-   "allow_on_submit": 0, 
-   "bold": 0, 
-   "collapsible": 0, 
-   "columns": 0, 
-   "depends_on": "eval:!doc.__islocal", 
-   "fetch_if_empty": 0, 
-   "fieldname": "resolution_details", 
-   "fieldtype": "Text Editor", 
-   "hidden": 0, 
-   "ignore_user_permissions": 0, 
-   "ignore_xss_filter": 0, 
-   "in_filter": 0, 
-   "in_global_search": 0, 
-   "in_list_view": 0, 
-   "in_standard_filter": 0, 
-   "label": "Resolution Details", 
-   "length": 0, 
-   "no_copy": 1, 
-   "oldfieldname": "resolution_details", 
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-   "permlevel": 0, 
-   "print_hide": 0, 
-   "print_hide_if_no_value": 0, 
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-   "remember_last_selected_value": 0, 
-   "report_hide": 0, 
-   "reqd": 0, 
-   "search_index": 0, 
-   "set_only_once": 0, 
-   "translatable": 0, 
-   "unique": 0
-  }, 
+   "depends_on": "eval:!doc.__islocal",
+   "fieldname": "column_break1",
+   "fieldtype": "Column Break",
+   "oldfieldtype": "Column Break",
+   "read_only": 1
+  },
   {
-   "allow_bulk_edit": 0, 
-   "allow_in_quick_entry": 0, 
-   "allow_on_submit": 0, 
-   "bold": 0, 
-   "collapsible": 0, 
-   "columns": 0, 
-   "depends_on": "eval:!doc.__islocal", 
-   "fetch_if_empty": 0, 
-   "fieldname": "column_break1", 
-   "fieldtype": "Column Break", 
-   "hidden": 0, 
-   "ignore_user_permissions": 0, 
-   "ignore_xss_filter": 0, 
-   "in_filter": 0, 
-   "in_global_search": 0, 
-   "in_list_view": 0, 
-   "in_standard_filter": 0, 
-   "length": 0, 
-   "no_copy": 0, 
-   "oldfieldtype": "Column Break", 
-   "permlevel": 0, 
-   "print_hide": 0, 
-   "print_hide_if_no_value": 0, 
-   "read_only": 1, 
-   "remember_last_selected_value": 0, 
-   "report_hide": 0, 
-   "reqd": 0, 
-   "search_index": 0, 
-   "set_only_once": 0, 
-   "translatable": 0, 
-   "unique": 0
-  }, 
+   "default": "Today",
+   "fieldname": "opening_date",
+   "fieldtype": "Date",
+   "label": "Opening Date",
+   "no_copy": 1,
+   "oldfieldname": "opening_date",
+   "oldfieldtype": "Date",
+   "read_only": 1
+  },
   {
-   "allow_bulk_edit": 0, 
-   "allow_in_quick_entry": 0, 
-   "allow_on_submit": 0, 
-   "bold": 0, 
-   "collapsible": 0, 
-   "columns": 0, 
-   "default": "Today", 
-   "fetch_if_empty": 0, 
-   "fieldname": "opening_date", 
-   "fieldtype": "Date", 
-   "hidden": 0, 
-   "ignore_user_permissions": 0, 
-   "ignore_xss_filter": 0, 
-   "in_filter": 0, 
-   "in_global_search": 0, 
-   "in_list_view": 0, 
-   "in_standard_filter": 0, 
-   "label": "Opening Date", 
-   "length": 0, 
-   "no_copy": 1, 
-   "oldfieldname": "opening_date", 
-   "oldfieldtype": "Date", 
-   "permlevel": 0, 
-   "print_hide": 0, 
-   "print_hide_if_no_value": 0, 
-   "read_only": 1, 
-   "remember_last_selected_value": 0, 
-   "report_hide": 0, 
-   "reqd": 0, 
-   "search_index": 0, 
-   "set_only_once": 0, 
-   "translatable": 0, 
-   "unique": 0
-  }, 
+   "fieldname": "opening_time",
+   "fieldtype": "Time",
+   "label": "Opening Time",
+   "no_copy": 1,
+   "oldfieldname": "opening_time",
+   "oldfieldtype": "Time",
+   "read_only": 1
+  },
   {
-   "allow_bulk_edit": 0, 
-   "allow_in_quick_entry": 0, 
-   "allow_on_submit": 0, 
-   "bold": 0, 
-   "collapsible": 0, 
-   "columns": 0, 
-   "fetch_if_empty": 0, 
-   "fieldname": "opening_time", 
-   "fieldtype": "Time", 
-   "hidden": 0, 
-   "ignore_user_permissions": 0, 
-   "ignore_xss_filter": 0, 
-   "in_filter": 0, 
-   "in_global_search": 0, 
-   "in_list_view": 0, 
-   "in_standard_filter": 0, 
-   "label": "Opening Time", 
-   "length": 0, 
-   "no_copy": 1, 
-   "oldfieldname": "opening_time", 
-   "oldfieldtype": "Time", 
-   "permlevel": 0, 
-   "print_hide": 0, 
-   "print_hide_if_no_value": 0, 
-   "read_only": 1, 
-   "remember_last_selected_value": 0, 
-   "report_hide": 0, 
-   "reqd": 0, 
-   "search_index": 0, 
-   "set_only_once": 0, 
-   "translatable": 0, 
-   "unique": 0
-  }, 
+   "depends_on": "eval:!doc.__islocal",
+   "fieldname": "resolution_date",
+   "fieldtype": "Datetime",
+   "label": "Resolution Date",
+   "no_copy": 1,
+   "oldfieldname": "resolution_date",
+   "oldfieldtype": "Date",
+   "read_only": 1
+  },
   {
-   "allow_bulk_edit": 0, 
-   "allow_in_quick_entry": 0, 
-   "allow_on_submit": 0, 
-   "bold": 0, 
-   "collapsible": 0, 
-   "columns": 0, 
-   "depends_on": "eval:!doc.__islocal", 
-   "fetch_if_empty": 0, 
-   "fieldname": "resolution_date", 
-   "fieldtype": "Datetime", 
-   "hidden": 0, 
-   "ignore_user_permissions": 0, 
-   "ignore_xss_filter": 0, 
-   "in_filter": 0, 
-   "in_global_search": 0, 
-   "in_list_view": 0, 
-   "in_standard_filter": 0, 
-   "label": "Resolution Date", 
-   "length": 0, 
-   "no_copy": 1, 
-   "oldfieldname": "resolution_date", 
-   "oldfieldtype": "Date", 
-   "permlevel": 0, 
-   "print_hide": 0, 
-   "print_hide_if_no_value": 0, 
-   "read_only": 1, 
-   "remember_last_selected_value": 0, 
-   "report_hide": 0, 
-   "reqd": 0, 
-   "search_index": 0, 
-   "set_only_once": 0, 
-   "translatable": 0, 
-   "unique": 0
-  }, 
+   "fieldname": "content_type",
+   "fieldtype": "Data",
+   "hidden": 1,
+   "label": "Content Type"
+  },
   {
-   "allow_bulk_edit": 0, 
-   "allow_in_quick_entry": 0, 
-   "allow_on_submit": 0, 
-   "bold": 0, 
-   "collapsible": 0, 
-   "columns": 0, 
-   "fetch_if_empty": 0, 
-   "fieldname": "content_type", 
-   "fieldtype": "Data", 
-   "hidden": 1, 
-   "ignore_user_permissions": 0, 
-   "ignore_xss_filter": 0, 
-   "in_filter": 0, 
-   "in_global_search": 0, 
-   "in_list_view": 0, 
-   "in_standard_filter": 0, 
-   "label": "Content Type", 
-   "length": 0, 
-   "no_copy": 0, 
-   "permlevel": 0, 
-   "print_hide": 0, 
-   "print_hide_if_no_value": 0, 
-   "read_only": 0, 
-   "remember_last_selected_value": 0, 
-   "report_hide": 0, 
-   "reqd": 0, 
-   "search_index": 0, 
-   "set_only_once": 0, 
-   "translatable": 0, 
-   "unique": 0
-  }, 
+   "fieldname": "attachment",
+   "fieldtype": "Attach",
+   "hidden": 1,
+   "label": "Attachment"
+  },
   {
-   "allow_bulk_edit": 0, 
-   "allow_in_quick_entry": 0, 
-   "allow_on_submit": 0, 
-   "bold": 0, 
-   "collapsible": 0, 
-   "columns": 0, 
-   "fetch_if_empty": 0, 
-   "fieldname": "attachment", 
-   "fieldtype": "Attach", 
-   "hidden": 1, 
-   "ignore_user_permissions": 0, 
-   "ignore_xss_filter": 0, 
-   "in_filter": 0, 
-   "in_global_search": 0, 
-   "in_list_view": 0, 
-   "in_standard_filter": 0, 
-   "label": "Attachment", 
-   "length": 0, 
-   "no_copy": 0, 
-   "permlevel": 0, 
-   "precision": "", 
-   "print_hide": 0, 
-   "print_hide_if_no_value": 0, 
-   "read_only": 0, 
-   "remember_last_selected_value": 0, 
-   "report_hide": 0, 
-   "reqd": 0, 
-   "search_index": 0, 
-   "set_only_once": 0, 
-   "translatable": 0, 
-   "unique": 0
-  }, 
+   "default": "0",
+   "fieldname": "via_customer_portal",
+   "fieldtype": "Check",
+   "label": "Via Customer Portal"
+  },
   {
-   "allow_bulk_edit": 0, 
-   "allow_in_quick_entry": 0, 
-   "allow_on_submit": 0, 
-   "bold": 0, 
-   "collapsible": 0, 
-   "columns": 0, 
-   "fetch_if_empty": 0, 
-   "fieldname": "via_customer_portal", 
-   "fieldtype": "Check", 
-   "hidden": 0, 
-   "ignore_user_permissions": 0, 
-   "ignore_xss_filter": 0, 
-   "in_filter": 0, 
-   "in_global_search": 0, 
-   "in_list_view": 0, 
-   "in_standard_filter": 0, 
-   "label": "Via Customer Portal", 
-   "length": 0, 
-   "no_copy": 0, 
-   "permlevel": 0, 
-   "precision": "", 
-   "print_hide": 0, 
-   "print_hide_if_no_value": 0, 
-   "read_only": 0, 
-   "remember_last_selected_value": 0, 
-   "report_hide": 0, 
-   "reqd": 0, 
-   "search_index": 0, 
-   "set_only_once": 0, 
-   "translatable": 0, 
-   "unique": 0
+   "default": "Ongoing",
+   "fieldname": "agreement_fulfilled",
+   "fieldtype": "Select",
+   "label": "Service Level Agreement Fulfilled",
+   "options": "Ongoing\nFulfilled\nFailed",
+   "read_only": 1
+  },
+  {
+   "description": "in hours",
+   "fieldname": "response_by_variance",
+   "fieldtype": "Float",
+   "label": "Response By Variance",
+   "read_only": 1
+  },
+  {
+   "description": "in hours",
+   "fieldname": "resolution_by_variance",
+   "fieldtype": "Float",
+   "label": "Resolution By Variance",
+   "read_only": 1
   }
- ], 
- "has_web_view": 0, 
- "hide_toolbar": 0, 
- "icon": "fa fa-ticket", 
- "idx": 7, 
- "in_create": 0, 
- "is_submittable": 0, 
- "issingle": 0, 
- "istable": 0, 
- "max_attachments": 0, 
- "modified": "2019-04-23 18:04:42.039620", 
+ ],
+ "icon": "fa fa-ticket",
+ "idx": 7,
+ "modified": "2019-05-20 15:19:00.771333",
  "modified_by": "Administrator",
- "module": "Support", 
- "name": "Issue", 
- "owner": "Administrator", 
+ "module": "Support",
+ "name": "Issue",
+ "owner": "Administrator",
  "permissions": [
   {
-   "amend": 0, 
-   "cancel": 0, 
-   "create": 1, 
-   "delete": 1, 
-   "email": 1, 
-   "export": 0, 
-   "if_owner": 0, 
-   "import": 0, 
-   "permlevel": 0, 
-   "print": 1, 
-   "read": 1, 
-   "report": 1, 
-   "role": "Support Team", 
-   "set_user_permissions": 0, 
-   "share": 1, 
-   "submit": 0, 
+   "create": 1,
+   "delete": 1,
+   "email": 1,
+   "print": 1,
+   "read": 1,
+   "report": 1,
+   "role": "Support Team",
+   "share": 1,
    "write": 1
   }
- ], 
- "quick_entry": 1, 
- "read_only": 0, 
- "search_fields": "status,customer,subject,raised_by", 
- "show_name_in_global_search": 0, 
- "sort_order": "ASC", 
- "timeline_field": "customer", 
- "title_field": "subject", 
- "track_changes": 0, 
- "track_seen": 1, 
- "track_views": 0
+ ],
+ "quick_entry": 1,
+ "search_fields": "status,customer,subject,raised_by",
+ "sort_field": "modified",
+ "sort_order": "ASC",
+ "timeline_field": "customer",
+ "title_field": "subject",
+ "track_seen": 1
 }
\ No newline at end of file
diff --git a/erpnext/support/doctype/issue/issue.py b/erpnext/support/doctype/issue/issue.py
index dca06d45373..0f6dd72f04d 100644
--- a/erpnext/support/doctype/issue/issue.py
+++ b/erpnext/support/doctype/issue/issue.py
@@ -11,7 +11,7 @@ from frappe.utils import now, time_diff_in_hours, now_datetime, getdate, get_wee
 from datetime import datetime, timedelta
 from frappe.model.mapper import get_mapped_doc
 from frappe.utils.user import is_website_user
-from ..service_level_agreement.service_level_agreement import get_active_service_level_agreement_for
+from erpnext.support.doctype.service_level_agreement.service_level_agreement import get_active_service_level_agreement_for
 from erpnext.crm.doctype.opportunity.opportunity import assign_to_user
 from frappe.email.inbox import link_communication_to_document
 
@@ -63,22 +63,39 @@ class Issue(Document):
 	def update_status(self):
 		status = frappe.db.get_value("Issue", self.name, "status")
 		if self.status!="Open" and status =="Open" and not self.first_responded_on:
-			self.first_responded_on = now()
+			self.first_responded_on = frappe.flags.current_time or now_datetime()
+
 		if self.status=="Closed" and status !="Closed":
-			self.resolution_date = now()
-			self.update_agreement_status()
+			self.resolution_date = frappe.flags.current_time or now_datetime()
+			if frappe.db.get_value("Issue", self.name, "agreement_fulfilled") == "Ongoing":
+				set_service_level_agreement_variance(issue=self.name)
+				self.update_agreement_status()
+
 		if self.status=="Open" and status !="Open":
 			# if no date, it should be set as None and not a blank string "", as per mysql strict config
 			self.resolution_date = None
 
 	def update_agreement_status(self):
-		current_time = frappe.flags.current_time or now_datetime()
-		if self.service_level_agreement:
-			if (round(time_diff_in_hours(self.response_by, current_time), 2) < 0
-				or round(time_diff_in_hours(self.resolution_by, current_time), 2) < 0):
-				self.agreement_status = "Failed"
+		if self.service_level_agreement and self.agreement_fulfilled == "Ongoing":
+			if frappe.db.get_value("Issue", self.name, "response_by_variance") < 0 or \
+				frappe.db.get_value("Issue", self.name, "resolution_by_variance") < 0:
+
+				self.agreement_fulfilled = "Failed"
 			else:
-				self.agreement_status = "Fulfilled"
+				self.agreement_fulfilled = "Fulfilled"
+
+	def update_agreement_fulfilled_on_custom_status(self):
+		"""
+			Update Agreement Fulfilled status using Custom Scripts for Custom Issue Status
+		"""
+		if not self.first_responded_on: # first_responded_on set when first reply is sent to customer
+			self.response_by_variance = round(time_diff_in_hours(self.response_by, now_datetime()), 2)
+
+		if not self.resolution_date: # resolution_date set when issue has been closed
+			self.resolution_by_variance = round(time_diff_in_hours(self.resolution_by, now_datetime()), 2)
+
+		self.agreement_fulfilled = "Fulfilled" if self.response_by_variance > 0 and self.resolution_by_variance > 0 else "Failed"
+		self.save(ignore_permissions=True)
 
 	def create_communication(self):
 		communication = frappe.new_doc("Communication")
@@ -124,23 +141,42 @@ class Issue(Document):
 	def before_insert(self):
 		self.set_response_and_resolution_time()
 
-	def set_response_and_resolution_time(self):
-		service_level_agreement = get_active_service_level_agreement_for(self.customer)
-		if service_level_agreement:
-			self.service_level_agreement = service_level_agreement.name
-			self.priority = service_level_agreement.priority
+	def set_response_and_resolution_time(self, priority=None, service_level_agreement=None):
+		service_level_agreement = get_active_service_level_agreement_for(priority=priority,
+			customer=self.customer, service_level_agreement=service_level_agreement)
 
-		if not self.service_level_agreement: return
+		if not service_level_agreement:
+			if frappe.db.get_value("Issue", self.name, "service_level_agreement"):
+				frappe.throw(_("Couldn't Set Service Level Agreement {0}.".format(self.service_level_agreement)))
+			return
 
-		service_level = frappe.get_doc("Service Level", service_level_agreement.service_level)
+		if (service_level_agreement.customer and self.customer) and not (service_level_agreement.customer == self.customer):
+			frappe.throw(_("This Service Level Agreement is specific to Customer {0}".format(service_level_agreement.customer)))
+
+		self.service_level_agreement = service_level_agreement.name
+		self.priority = service_level_agreement.default_priority if not priority else priority
+
+		service_level_agreement = frappe.get_doc("Service Level Agreement", service_level_agreement.name)
+		priority = service_level_agreement.get_service_level_agreement_priority(self.priority)
+		priority.update({
+			"support_and_resolution": service_level_agreement.support_and_resolution,
+			"holiday_list": service_level_agreement.holiday_list
+		})
 
 		if not self.creation:
 			self.creation = now_datetime()
 
 		start_date_time = get_datetime(self.creation)
+		self.response_by = get_expected_time_for(parameter='response', service_level=priority, start_date_time=start_date_time)
+		self.resolution_by = get_expected_time_for(parameter='resolution', service_level=priority, start_date_time=start_date_time)
 
-		self.response_by = get_expected_time_for('response', service_level, start_date_time)
-		self.resolution_by = get_expected_time_for('resolution', service_level, start_date_time)
+		self.response_by_variance = round(time_diff_in_hours(self.response_by, now_datetime()))
+		self.resolution_by_variance = round(time_diff_in_hours(self.resolution_by, now_datetime()))
+
+	@frappe.whitelist()
+	def change_service_level_agreement_and_priority(self, priority=None, service_level_agreement=None):
+		self.set_response_and_resolution_time(priority=priority, service_level_agreement=service_level_agreement)
+		self.save(ignore_permissions=True)
 
 def get_expected_time_for(parameter, service_level, start_date_time):
 	current_date_time = start_date_time
@@ -150,11 +186,11 @@ def get_expected_time_for(parameter, service_level, start_date_time):
 
 	# lets assume response time is in days by default
 	if parameter == 'response':
-		allotted_days = service_level.response_time
-		time_period = service_level.response_time_period
+		allotted_days = service_level.get("response_time")
+		time_period = service_level.get("response_time_period")
 	elif parameter == 'resolution':
-		allotted_days = service_level.resolution_time
-		time_period = service_level.resolution_time_period
+		allotted_days = service_level.get("resolution_time")
+		time_period = service_level.get("resolution_time_period")
 	else:
 		frappe.throw(_("{0} parameter is invalid".format(parameter)))
 
@@ -168,20 +204,22 @@ def get_expected_time_for(parameter, service_level, start_date_time):
 	expected_time_is_set = 1 if allotted_days == 0 and time_period in ['Day', 'Week'] else 0
 
 	support_days = {}
-	for service in service_level.support_and_resolution:
+	for service in service_level.get("support_and_resolution"):
 		support_days[service.workday] = frappe._dict({
 			'start_time': service.start_time,
 			'end_time': service.end_time,
 		})
 
-	holidays = get_holidays(service_level.holiday_list)
+	holidays = get_holidays(service_level.get("holiday_list"))
 	weekdays = get_weekdays()
 
 	while not expected_time_is_set:
 		current_weekday = weekdays[current_date_time.weekday()]
 
 		if not is_holiday(current_date_time, holidays) and current_weekday in support_days:
-			start_time = current_date_time - datetime(current_date_time.year, current_date_time.month, current_date_time.day) if getdate(current_date_time) == getdate(start_date_time) else support_days[current_weekday].start_time
+			start_time = current_date_time - datetime(current_date_time.year, current_date_time.month, current_date_time.day) \
+				if getdate(current_date_time) == getdate(start_date_time) and get_time_in_timedelta(current_date_time.time()) > support_days[current_weekday].start_time \
+				else support_days[current_weekday].start_time
 			end_time = support_days[current_weekday].end_time
 			time_left_today = time_diff_in_hours(end_time, start_time)
 
@@ -207,6 +245,28 @@ def get_expected_time_for(parameter, service_level, start_date_time):
 
 	return current_date_time
 
+def set_service_level_agreement_variance(issue=None):
+	current_time = frappe.flags.current_time or now_datetime()
+
+	filters = {"status": "Open", "agreement_fulfilled": "Ongoing"}
+	if issue:
+		filters = {"name": issue}
+
+	for issue in frappe.get_list("Issue", filters=filters):
+		doc = frappe.get_doc("Issue", issue.name)
+
+		if not doc.first_responded_on: # first_responded_on set when first reply is sent to customer
+			variance = round(time_diff_in_hours(doc.response_by, current_time), 2)
+			frappe.db.set_value("Issue", doc.name, "response_by_variance", variance)
+			if variance < 0:
+				frappe.db.set_value("Issue", doc.name, "agreement_fulfilled", "Failed")
+
+		if not doc.resolution_date: # resolution_date set when issue has been closed
+			variance = round(time_diff_in_hours(doc.resolution_by, current_time), 2)
+			frappe.db.set_value("Issue", doc.name, "resolution_by_variance", variance)
+			if variance < 0:
+				frappe.db.set_value("Issue", doc.name, "agreement_fulfilled", "Failed")
+
 def get_list_context(context=None):
 	return {
 		"title": _("Issues"),
@@ -244,14 +304,12 @@ def set_multiple_status(names, status):
 	for name in names:
 		set_status(name, status)
 
-
 @frappe.whitelist()
 def set_status(name, status):
 	st = frappe.get_doc("Issue", name)
 	st.status = status
 	st.save()
 
-
 def auto_close_tickets():
 	"""Auto-close replied support tickets after 7 days"""
 	auto_close_after_days = frappe.db.get_value("Support Settings", "Support Settings", "close_issue_after_days") or 7
@@ -291,6 +349,7 @@ def make_task(source_name, target_doc=None):
 			"doctype": "Task"
 		}
 	}, target_doc)
+
 @frappe.whitelist()
 def make_issue_from_communication(communication, ignore_communication_links=False):
 	""" raise a issue from email """
@@ -307,3 +366,10 @@ def make_issue_from_communication(communication, ignore_communication_links=Fals
 	link_communication_to_document(doc, "Issue", issue.name, ignore_communication_links)
 
 	return issue.name
+
+def get_time_in_timedelta(time):
+	"""
+		Converts datetime.time(10, 36, 55, 961454) to datetime.timedelta(seconds=38215)
+	"""
+	import datetime
+	return datetime.timedelta(hours=time.hour, minutes=time.minute, seconds=time.second)
\ No newline at end of file
diff --git a/erpnext/support/doctype/issue/test_issue.py b/erpnext/support/doctype/issue/test_issue.py
index 48ba1f6d3fb..1296b3609de 100644
--- a/erpnext/support/doctype/issue/test_issue.py
+++ b/erpnext/support/doctype/issue/test_issue.py
@@ -4,8 +4,8 @@ from __future__ import unicode_literals
 
 import frappe
 import unittest
-from erpnext.support.doctype.service_level_agreement.test_service_level_agreement import make_service_level_agreement
-from frappe.utils import now_datetime
+from erpnext.support.doctype.service_level_agreement.test_service_level_agreement import create_service_level_agreements_for_issues
+from frappe.utils import now_datetime, get_datetime
 import datetime
 from datetime import timedelta
 from frappe.desk.form import assign_to
@@ -18,56 +18,104 @@ class TestIssue(unittest.TestCase):
 
 
 	def test_response_time_and_resolution_time_based_on_different_sla(self):
-		make_service_level_agreement()
+		create_service_level_agreements_for_issues()
 
-		creation = "2019-03-04 12:00:00"
+		creation = datetime.datetime(2019, 3, 4, 12, 0)
 
 		# make issue with customer specific SLA
-		issue = make_issue(creation, '_Test Customer')
+		customer = create_customer("_Test Customer", "__Test SLA Customer Group", "__Test SLA Territory")
+		issue = make_issue(creation, "_Test Customer", 1)
 
-		self.assertEquals(issue.response_by, datetime.datetime(2019, 3, 7, 18, 0))
-		self.assertEquals(issue.resolution_by, datetime.datetime(2019, 3, 9, 18, 0))
+		self.assertEquals(issue.response_by, datetime.datetime(2019, 3, 4, 14, 0))
+		self.assertEquals(issue.resolution_by, datetime.datetime(2019, 3, 4, 15, 0))
+
+		# make issue with customer_group specific SLA
+		customer = create_customer("__Test Customer", "_Test SLA Customer Group", "__Test SLA Territory")
+		issue = make_issue(creation, "__Test Customer", 2)
+
+		self.assertEquals(issue.response_by, datetime.datetime(2019, 3, 4, 14, 0))
+		self.assertEquals(issue.resolution_by, datetime.datetime(2019, 3, 4, 15, 0))
+
+
+		# make issue with territory specific SLA
+		customer = create_customer("___Test Customer", "__Test SLA Customer Group", "_Test SLA Territory")
+		issue = make_issue(creation, "___Test Customer", 3)
+
+		self.assertEquals(issue.response_by, datetime.datetime(2019, 3, 4, 14, 0))
+		self.assertEquals(issue.resolution_by, datetime.datetime(2019, 3, 4, 15, 0))
 
 		# make issue with default SLA
-		issue = make_issue(creation)
+		issue = make_issue(creation=creation, index=4)
 
 		self.assertEquals(issue.response_by, datetime.datetime(2019, 3, 4, 16, 0))
 		self.assertEquals(issue.resolution_by, datetime.datetime(2019, 3, 4, 18, 0))
 
-		creation = "2019-03-04 14:00:00"
+		# make issue with default SLA before working hours
+		creation = datetime.datetime(2019, 3, 4, 7, 0)
+		issue = make_issue(creation=creation, index=5)
+
+		self.assertEquals(issue.response_by, datetime.datetime(2019, 3, 4, 14, 0))
+		self.assertEquals(issue.resolution_by, datetime.datetime(2019, 3, 4, 16, 0))
+
+		# make issue with default SLA after working hours
+		creation = datetime.datetime(2019, 3, 4, 20, 0)
+		issue = make_issue(creation, index=6)
+
+		self.assertEquals(issue.response_by, datetime.datetime(2019, 3, 6, 14, 0))
+		self.assertEquals(issue.resolution_by, datetime.datetime(2019, 3, 6, 16, 0))
+
 		# make issue with default SLA next day
-		issue = make_issue(creation)
+		creation = datetime.datetime(2019, 3, 4, 14, 0)
+		issue = make_issue(creation=creation, index=7)
 
 		self.assertEquals(issue.response_by, datetime.datetime(2019, 3, 4, 18, 0))
 		self.assertEquals(issue.resolution_by, datetime.datetime(2019, 3, 6, 12, 0))
 
-		frappe.flags.current_time = datetime.datetime(2019, 3, 3, 12, 0)
+		frappe.flags.current_time = datetime.datetime(2019, 3, 4, 15, 0)
 
 		issue.status = 'Closed'
 		issue.save()
 
-		self.assertEqual(issue.agreement_status, 'Fulfilled')
+		self.assertEqual(issue.agreement_fulfilled, 'Fulfilled')
 
-		issue.status = 'Open'
-		issue.save()
-
-		frappe.flags.current_time = datetime.datetime(2019, 3, 5, 12, 0)
-
-		issue.status = 'Closed'
-		issue.save()
-
-		self.assertEqual(issue.agreement_status, 'Failed')
-
-
-
-def make_issue(creation=None, customer=None):
+def make_issue(creation=None, customer=None, index=0):
 
 	issue = frappe.get_doc({
 		"doctype": "Issue",
-		"subject": "Issue 1",
+		"subject": "Service Level Agreement Issue {0}".format(index),
 		"customer": customer,
 		"raised_by": "test@example.com",
+		"description": "Service Level Agreement Issue",
 		"creation": creation
-	}).insert()
+	}).insert(ignore_permissions=True)
 
-	return issue
\ No newline at end of file
+	return issue
+
+def create_customer(name, customer_group, territory):
+
+	create_customer_group(customer_group)
+	create_territory(territory)
+
+	if not frappe.db.exists("Customer", {"customer_name": name}):
+		frappe.get_doc({
+			"doctype": "Customer",
+			"customer_name": name,
+			"customer_group": customer_group,
+			"territory": territory
+		}).insert(ignore_permissions=True)
+
+def create_customer_group(customer_group):
+
+	if not frappe.db.exists("Customer Group", {"customer_group_name": customer_group}):
+		frappe.get_doc({
+			"doctype": "Customer Group",
+			"customer_group_name": customer_group
+		}).insert(ignore_permissions=True)
+
+def create_territory(territory):
+
+	if not frappe.db.exists("Territory", {"territory_name": territory}):
+		frappe.get_doc({
+			"doctype": "Territory",
+			"territory_name": territory,
+		}).insert(ignore_permissions=True)
diff --git a/erpnext/support/doctype/issue_priority/__init__.py b/erpnext/support/doctype/issue_priority/__init__.py
new file mode 100644
index 00000000000..e69de29bb2d
diff --git a/erpnext/support/doctype/issue_priority/issue_priority.js b/erpnext/support/doctype/issue_priority/issue_priority.js
new file mode 100644
index 00000000000..37ce6a54bf7
--- /dev/null
+++ b/erpnext/support/doctype/issue_priority/issue_priority.js
@@ -0,0 +1,8 @@
+// Copyright (c) 2019, Frappe Technologies Pvt. Ltd. and contributors
+// For license information, please see license.txt
+
+frappe.ui.form.on('Issue Priority', {
+	// refresh: function(frm) {
+
+	// }
+});
diff --git a/erpnext/support/doctype/issue_priority/issue_priority.json b/erpnext/support/doctype/issue_priority/issue_priority.json
new file mode 100644
index 00000000000..38a187b56ff
--- /dev/null
+++ b/erpnext/support/doctype/issue_priority/issue_priority.json
@@ -0,0 +1,39 @@
+{
+ "autoname": "Prompt",
+ "creation": "2019-05-20 15:14:21.604447",
+ "doctype": "DocType",
+ "engine": "InnoDB",
+ "field_order": [
+  "description"
+ ],
+ "fields": [
+  {
+   "fieldname": "description",
+   "fieldtype": "Small Text",
+   "label": "Description"
+  }
+ ],
+ "modified": "2019-05-20 17:06:38.095647",
+ "modified_by": "Administrator",
+ "module": "Support",
+ "name": "Issue Priority",
+ "owner": "Administrator",
+ "permissions": [
+  {
+   "create": 1,
+   "delete": 1,
+   "email": 1,
+   "export": 1,
+   "print": 1,
+   "read": 1,
+   "report": 1,
+   "role": "System Manager",
+   "share": 1,
+   "write": 1
+  }
+ ],
+ "quick_entry": 1,
+ "sort_field": "modified",
+ "sort_order": "ASC",
+ "track_changes": 1
+}
\ No newline at end of file
diff --git a/erpnext/support/doctype/issue_priority/issue_priority.py b/erpnext/support/doctype/issue_priority/issue_priority.py
new file mode 100644
index 00000000000..cecaaaab299
--- /dev/null
+++ b/erpnext/support/doctype/issue_priority/issue_priority.py
@@ -0,0 +1,14 @@
+# -*- coding: utf-8 -*-
+# Copyright (c) 2019, Frappe Technologies Pvt. Ltd. and contributors
+# For license information, please see license.txt
+
+from __future__ import unicode_literals
+import frappe
+from frappe import _
+from frappe.model.document import Document
+
+class IssuePriority(Document):
+
+	def validate(self):
+		if frappe.db.exists("Issue Priority", {"name": self.name}):
+			frappe.throw(_("Issue Priority Already Exists"))
diff --git a/erpnext/support/doctype/issue_priority/test_issue_priority.py b/erpnext/support/doctype/issue_priority/test_issue_priority.py
new file mode 100644
index 00000000000..a7b55f8a74c
--- /dev/null
+++ b/erpnext/support/doctype/issue_priority/test_issue_priority.py
@@ -0,0 +1,28 @@
+# -*- coding: utf-8 -*-
+# Copyright (c) 2019, Frappe Technologies Pvt. Ltd. and Contributors
+# See license.txt
+from __future__ import unicode_literals
+
+import frappe
+import unittest
+
+class TestIssuePriority(unittest.TestCase):
+
+	def test_priorities(self):
+		make_priorities()
+		priorities = frappe.get_list("Issue Priority")
+
+		for priority in priorities:
+			self.assertIn(priority.name, ["Low", "Medium", "High"])
+
+def make_priorities():
+	insert_priority("Low")
+	insert_priority("Medium")
+	insert_priority("High")
+
+def insert_priority(name):
+	if not frappe.db.exists("Issue Priority", name):
+		frappe.get_doc({
+			"doctype": "Issue Priority",
+			"name": name
+		}).insert(ignore_permissions=True)
\ No newline at end of file
diff --git a/erpnext/support/doctype/service_day/service_day.json b/erpnext/support/doctype/service_day/service_day.json
index 8ed006dc406..68614b18072 100644
--- a/erpnext/support/doctype/service_day/service_day.json
+++ b/erpnext/support/doctype/service_day/service_day.json
@@ -1,203 +1,53 @@
 {
- "allow_copy": 0,
- "allow_events_in_timeline": 0,
- "allow_guest_to_view": 0,
- "allow_import": 0,
- "allow_rename": 0,
- "beta": 0,
  "creation": "2019-03-04 12:55:36.403035",
- "custom": 0,
- "docstatus": 0,
  "doctype": "DocType",
- "document_type": "",
  "editable_grid": 1,
  "engine": "InnoDB",
+ "field_order": [
+  "workday",
+  "section_break_2",
+  "start_time",
+  "column_break_3",
+  "end_time"
+ ],
  "fields": [
   {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
-   "depends_on": "",
    "fieldname": "workday",
    "fieldtype": "Select",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
    "in_list_view": 1,
-   "in_standard_filter": 0,
    "label": "Workday",
-   "length": 0,
-   "no_copy": 0,
-   "options": "Monday\nTuesday\nWednesday\nThursday\nFriday\nSaturday\nSunday",
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
-   "read_only": 0,
-   "remember_last_selected_value": 0,
-   "report_hide": 0,
-   "reqd": 0,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
+   "options": "Monday\nTuesday\nWednesday\nThursday\nFriday\nSaturday\nSunday"
   },
   {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
    "fieldname": "section_break_2",
-   "fieldtype": "Section Break",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
-   "in_list_view": 0,
-   "in_standard_filter": 0,
-   "length": 0,
-   "no_copy": 0,
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
-   "read_only": 0,
-   "remember_last_selected_value": 0,
-   "report_hide": 0,
-   "reqd": 0,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
+   "fieldtype": "Section Break"
   },
   {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
    "fieldname": "start_time",
    "fieldtype": "Time",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
    "in_list_view": 1,
-   "in_standard_filter": 0,
-   "label": "Start Time",
-   "length": 0,
-   "no_copy": 0,
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
-   "read_only": 0,
-   "remember_last_selected_value": 0,
-   "report_hide": 0,
-   "reqd": 0,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
+   "label": "Start Time"
   },
   {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
    "fieldname": "column_break_3",
-   "fieldtype": "Column Break",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
-   "in_list_view": 0,
-   "in_standard_filter": 0,
-   "length": 0,
-   "no_copy": 0,
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
-   "read_only": 0,
-   "remember_last_selected_value": 0,
-   "report_hide": 0,
-   "reqd": 0,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
+   "fieldtype": "Column Break"
   },
   {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
    "fieldname": "end_time",
    "fieldtype": "Time",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
    "in_list_view": 1,
-   "in_standard_filter": 0,
-   "label": "End Time",
-   "length": 0,
-   "no_copy": 0,
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
-   "read_only": 0,
-   "remember_last_selected_value": 0,
-   "report_hide": 0,
-   "reqd": 0,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
+   "label": "End Time"
   }
  ],
- "has_web_view": 0,
- "hide_heading": 0,
- "hide_toolbar": 0,
- "idx": 0,
- "image_view": 0,
- "in_create": 0,
- "is_submittable": 0,
- "issingle": 0,
  "istable": 1,
- "max_attachments": 0,
- "modified": "2019-03-04 12:55:36.403035",
+ "modified": "2019-05-05 19:15:08.999579",
  "modified_by": "Administrator",
  "module": "Support",
  "name": "Service Day",
- "name_case": "",
  "owner": "Administrator",
  "permissions": [],
  "quick_entry": 1,
- "read_only": 0,
- "read_only_onload": 0,
- "show_name_in_global_search": 0,
  "sort_field": "modified",
  "sort_order": "DESC",
- "track_changes": 1,
- "track_seen": 0,
- "track_views": 0
+ "track_changes": 1
 }
\ No newline at end of file
diff --git a/erpnext/support/doctype/service_level/service_level.json b/erpnext/support/doctype/service_level/service_level.json
index 2dd335e2cca..dced3aa9e90 100644
--- a/erpnext/support/doctype/service_level/service_level.json
+++ b/erpnext/support/doctype/service_level/service_level.json
@@ -1,488 +1,111 @@
 {
- "allow_copy": 0,
- "allow_events_in_timeline": 0,
- "allow_guest_to_view": 0,
- "allow_import": 0,
- "allow_rename": 0,
  "autoname": "field:service_level",
- "beta": 0,
  "creation": "2018-11-19 12:44:30.407502",
- "custom": 0,
- "docstatus": 0,
  "doctype": "DocType",
- "document_type": "",
  "editable_grid": 1,
  "engine": "InnoDB",
+ "field_order": [
+  "service_level",
+  "employee_group",
+  "column_break_2",
+  "holiday_list",
+  "default_priority",
+  "response_and_resoution_time",
+  "priorities",
+  "section_break_01",
+  "support_and_resolution"
+ ],
  "fields": [
   {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
    "fieldname": "service_level",
    "fieldtype": "Data",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
    "in_list_view": 1,
-   "in_standard_filter": 0,
    "label": "Level",
-   "length": 0,
-   "no_copy": 0,
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
-   "read_only": 0,
-   "remember_last_selected_value": 0,
-   "report_hide": 0,
    "reqd": 1,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
    "unique": 1
   },
   {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
-   "fieldname": "priority",
-   "fieldtype": "Select",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
-   "in_list_view": 1,
-   "in_standard_filter": 0,
-   "label": "Priority",
-   "length": 0,
-   "no_copy": 0,
-   "options": "Low\nMedium\nHigh",
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
-   "read_only": 0,
-   "remember_last_selected_value": 0,
-   "report_hide": 0,
-   "reqd": 1,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
-  },
-  {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
    "fieldname": "column_break_2",
-   "fieldtype": "Column Break",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
-   "in_list_view": 0,
-   "in_standard_filter": 0,
-   "length": 0,
-   "no_copy": 0,
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
-   "read_only": 0,
-   "remember_last_selected_value": 0,
-   "report_hide": 0,
-   "reqd": 0,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
+   "fieldtype": "Column Break"
   },
   {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
    "fieldname": "holiday_list",
    "fieldtype": "Link",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
    "in_list_view": 1,
-   "in_standard_filter": 0,
    "label": "Holiday List (ignored during SLA calculation)",
-   "length": 0,
-   "no_copy": 0,
    "options": "Holiday List",
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
-   "read_only": 0,
-   "remember_last_selected_value": 0,
-   "report_hide": 0,
-   "reqd": 1,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
+   "reqd": 1
   },
   {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
    "fieldname": "employee_group",
    "fieldtype": "Link",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
    "in_list_view": 1,
-   "in_standard_filter": 0,
    "label": "Employee Group",
-   "length": 0,
-   "no_copy": 0,
-   "options": "Employee Group",
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
-   "read_only": 0,
-   "remember_last_selected_value": 0,
-   "report_hide": 0,
-   "reqd": 1,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
+   "options": "Employee Group"
   },
   {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
    "fieldname": "response_and_resoution_time",
    "fieldtype": "Section Break",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
-   "in_list_view": 0,
-   "in_standard_filter": 0,
-   "label": "Response and Resoution Time",
-   "length": 0,
-   "no_copy": 0,
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
-   "read_only": 0,
-   "remember_last_selected_value": 0,
-   "report_hide": 0,
-   "reqd": 0,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
+   "label": "Response and Resoution Time"
   },
   {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
-   "fieldname": "response_time",
-   "fieldtype": "Int",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
-   "in_list_view": 0,
-   "in_standard_filter": 0,
-   "label": "Response Time",
-   "length": 0,
-   "no_copy": 0,
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
-   "read_only": 0,
-   "remember_last_selected_value": 0,
-   "report_hide": 0,
-   "reqd": 1,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
-  },
-  {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
-   "depends_on": "",
-   "fieldname": "resolution_time",
-   "fieldtype": "Int",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
-   "in_list_view": 0,
-   "in_standard_filter": 0,
-   "label": "Resolution Time",
-   "length": 0,
-   "no_copy": 0,
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
-   "read_only": 0,
-   "remember_last_selected_value": 0,
-   "report_hide": 0,
-   "reqd": 1,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
-  },
-  {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
-   "depends_on": "",
-   "fieldname": "column_break_9",
-   "fieldtype": "Column Break",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
-   "in_list_view": 0,
-   "in_standard_filter": 0,
-   "length": 0,
-   "no_copy": 0,
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
-   "read_only": 0,
-   "remember_last_selected_value": 0,
-   "report_hide": 0,
-   "reqd": 0,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
-  },
-  {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
-   "depends_on": "",
-   "fieldname": "response_time_period",
-   "fieldtype": "Select",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
-   "in_list_view": 0,
-   "in_standard_filter": 0,
-   "label": "Response Time Period",
-   "length": 0,
-   "no_copy": 0,
-   "options": "Hour\nDay\nWeek",
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
-   "read_only": 0,
-   "remember_last_selected_value": 0,
-   "report_hide": 0,
-   "reqd": 1,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
-  },
-  {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
-   "fieldname": "resolution_time_period",
-   "fieldtype": "Select",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
-   "in_list_view": 0,
-   "in_standard_filter": 0,
-   "label": "Resolution Time Period",
-   "length": 0,
-   "no_copy": 0,
-   "options": "Hour\nDay\nWeek",
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
-   "read_only": 0,
-   "remember_last_selected_value": 0,
-   "report_hide": 0,
-   "reqd": 1,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
-  },
-  {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
-   "depends_on": "",
    "fieldname": "section_break_01",
    "fieldtype": "Section Break",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
-   "in_list_view": 0,
-   "in_standard_filter": 0,
-   "label": "Support and Resolution",
-   "length": 0,
-   "no_copy": 0,
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
-   "read_only": 0,
-   "remember_last_selected_value": 0,
-   "report_hide": 0,
-   "reqd": 0,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
+   "label": "Support Hours"
   },
   {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
    "fieldname": "support_and_resolution",
    "fieldtype": "Table",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
-   "in_list_view": 0,
-   "in_standard_filter": 0,
    "label": "Support and Resolution",
-   "length": 0,
-   "no_copy": 0,
    "options": "Service Day",
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
-   "read_only": 0,
-   "remember_last_selected_value": 0,
-   "report_hide": 0,
-   "reqd": 1,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
+   "reqd": 1
+  },
+  {
+   "fieldname": "priorities",
+   "fieldtype": "Table",
+   "label": "Priorities",
+   "options": "Service Level Priority",
+   "reqd": 1
+  },
+  {
+   "fieldname": "default_priority",
+   "fieldtype": "Link",
+   "label": "Default Priority",
+   "options": "Issue Priority",
+   "read_only": 1
   }
  ],
- "has_web_view": 0,
- "hide_heading": 0,
- "hide_toolbar": 0,
- "idx": 0,
- "image_view": 0,
- "in_create": 0,
- "is_submittable": 0,
- "issingle": 0,
- "istable": 0,
- "max_attachments": 0,
- "modified": "2019-03-04 12:55:53.215841",
+ "modified": "2019-06-06 12:58:03.464056",
  "modified_by": "Administrator",
  "module": "Support",
  "name": "Service Level",
- "name_case": "",
  "owner": "Administrator",
  "permissions": [
   {
-   "amend": 0,
-   "cancel": 0,
    "create": 1,
    "delete": 1,
    "email": 1,
    "export": 1,
-   "if_owner": 0,
-   "import": 0,
-   "permlevel": 0,
    "print": 1,
    "read": 1,
    "report": 1,
    "role": "System Manager",
-   "set_user_permissions": 0,
    "share": 1,
-   "submit": 0,
+   "write": 1
+  },
+  {
+   "create": 1,
+   "delete": 1,
+   "email": 1,
+   "export": 1,
+   "print": 1,
+   "read": 1,
+   "report": 1,
+   "role": "All",
+   "share": 1,
    "write": 1
   }
  ],
- "quick_entry": 0,
- "read_only": 0,
- "read_only_onload": 0,
- "show_name_in_global_search": 0,
  "sort_field": "modified",
- "sort_order": "DESC",
- "track_changes": 0,
- "track_seen": 0,
- "track_views": 0
+ "sort_order": "DESC"
 }
\ No newline at end of file
diff --git a/erpnext/support/doctype/service_level/service_level.py b/erpnext/support/doctype/service_level/service_level.py
index 4b41e535608..4e70a01c7a9 100644
--- a/erpnext/support/doctype/service_level/service_level.py
+++ b/erpnext/support/doctype/service_level/service_level.py
@@ -12,35 +12,84 @@ from frappe.utils import get_weekdays
 class ServiceLevel(Document):
 
 	def validate(self):
-		week = get_weekdays()
-		indexes = []
+		self.check_priorities()
+		self.check_support_and_resolution()
 
-		self.check_response_and_resolution_time()
+	def check_priorities(self):
+		default_priority = []
+		priorities = []
+
+		for priority in self.priorities:
+			# Check if response and resolution time is set for every priority
+			if not (priority.response_time or priority.resolution_time):
+				frappe.throw(_("Set Response Time and Resolution for Priority {0} at index {1}.".format(priority.priority, priority.idx)))
+
+			priorities.append(priority.priority)
+
+			if priority.default_priority:
+				default_priority.append(priority.default_priority)
+
+			if priority.response_time_period == "Hour":
+				response = priority.response_time * 0.0416667
+			elif priority.response_time_period == "Day":
+				response = priority.response_time
+			elif priority.response_time_period == "Week":
+				response = priority.response_time * 7
+
+			if priority.resolution_time_period == "Hour":
+				resolution = priority.resolution_time * 0.0416667
+			elif priority.resolution_time_period == "Day":
+				resolution = priority.resolution_time
+			elif priority.resolution_time_period == "Week":
+				resolution = priority.resolution_time * 7
+
+			if response > resolution:
+				frappe.throw(_("Response Time for {0} at index {1} can't be greater than Resolution Time.".format(priority.priority, priority.idx)))
+
+		# Check if repeated priority
+		if not len(set(priorities)) == len(priorities):
+			repeated_priority = get_repeated(priorities)
+			frappe.throw(_("Priority {0} has been repeated.".format(repeated_priority)))
+
+		# Check if repeated default priority
+		if not len(set(default_priority)) == len(default_priority):
+			frappe.throw(_("Select only one Priority as Default."))
+
+		# set default priority from priorities
+		try:
+			self.default_priority = next(d.priority for d in self.priorities if d.default_priority)
+		except Exception:
+			frappe.throw(_("Select a Default Priority."))
+
+	def check_support_and_resolution(self):
+		week = get_weekdays()
+		support_days = []
 
 		for support_and_resolution in self.support_and_resolution:
-			indexes.append(week.index(support_and_resolution.workday))
+			# Check if start and end time is set for every support day
+			if not (support_and_resolution.start_time or support_and_resolution.end_time):
+				frappe.throw(_("Set Start Time and End Time for  \
+					Support Day {0} at index {1}.".format(support_and_resolution.workday, support_and_resolution.idx)))
+
+			support_days.append(support_and_resolution.workday)
 			support_and_resolution.idx = week.index(support_and_resolution.workday) + 1
-			start_time, end_time = (datetime.strptime(support_and_resolution.start_time, '%H:%M:%S').time(),
-				datetime.strptime(support_and_resolution.end_time, '%H:%M:%S').time())
-			if start_time > end_time:
-				frappe.throw(_("Start Time can't be greater than End Time for {0}.".format(support_and_resolution.workday)))
-		if not len(set(indexes)) == len(indexes):
-			frappe.throw(_("Workday has been repeated twice"))
 
-	def check_response_and_resolution_time(self):
-		if self.response_time_period == "Hour":
-			response = self.response_time * 0.0416667
-		elif self.response_time_period == "Day":
-			response = self.response_time
-		elif self.response_time_period == "Week":
-			response = self.response_time * 7
+			if support_and_resolution.start_time >= support_and_resolution.end_time:
+				frappe.throw(_("Start Time can't be greater than or equal to End Time \
+					for {0}.".format(support_and_resolution.workday)))
 
-		if self.resolution_time_period == "Hour":
-			resolution = self.resolution_time * 0.0416667
-		elif self.resolution_time_period == "Day":
-			resolution = self.resolution_time
-		elif self.resolution_time_period == "Week":
-			resolution = self.resolution_time * 7
+		# Check for repeated workday
+		if not len(set(support_days)) == len(support_days):
+			repeated_days = get_repeated(support_days)
+			frappe.throw(_("Workday {0} has been repeated.".format(repeated_days)))
 
-		if response > resolution:
-			frappe.throw(_("Response Time can't be greater than Resolution Time"))
\ No newline at end of file
+def get_repeated(values):
+	unique_list = []
+	diff = []
+	for value in values:
+		if value not in unique_list:
+			unique_list.append(str(value))
+		else:
+			if value not in diff:
+				diff.append(str(value))
+	return " ".join(diff)
diff --git a/erpnext/support/doctype/service_level/service_level_dashboard.py b/erpnext/support/doctype/service_level/service_level_dashboard.py
new file mode 100644
index 00000000000..393095e1179
--- /dev/null
+++ b/erpnext/support/doctype/service_level/service_level_dashboard.py
@@ -0,0 +1,12 @@
+from frappe import _
+
+def get_data():
+	return {
+		'fieldname': 'service_level',
+		'transactions': [
+			{
+				'label': _('Service Level Agreement'),
+				'items': ['Service Level Agreement']
+			}
+		]
+	}
\ No newline at end of file
diff --git a/erpnext/support/doctype/service_level/test_service_level.py b/erpnext/support/doctype/service_level/test_service_level.py
index 3843e31c0f1..09577df1663 100644
--- a/erpnext/support/doctype/service_level/test_service_level.py
+++ b/erpnext/support/doctype/service_level/test_service_level.py
@@ -3,31 +3,65 @@
 # See license.txt
 from __future__ import unicode_literals
 from erpnext.hr.doctype.employee_group.test_employee_group import make_employee_group
-from frappe.utils import now_datetime
-import datetime
-from datetime import timedelta
+from erpnext.support.doctype.issue_priority.test_issue_priority import make_priorities
 
 import frappe
 import unittest
 
 class TestServiceLevel(unittest.TestCase):
-	pass
 
-def make_service_level():
-	employee_group = make_employee_group()
-	make_holiday_list()
+	def test_service_level(self):
+		employee_group = make_employee_group()
+		make_holiday_list()
+		make_priorities()
 
-	# Default Service Level Agreement
-	default_service_level = frappe.get_doc({
+		# Default Service Level
+		test_make_service_level = create_service_level("__Test Service Level", "__Test Holiday List", employee_group, 4, 6)
+		get_make_service_level = get_service_level("__Test Service Level")
+
+		self.assertEqual(test_make_service_level.name, get_make_service_level.name)
+		self.assertEqual(test_make_service_level.holiday_list, get_make_service_level.holiday_list)
+		self.assertEqual(test_make_service_level.employee_group, get_make_service_level.employee_group)
+
+		# Service Level
+		test_make_service_level = create_service_level("_Test Service Level", "__Test Holiday List", employee_group, 2, 3)
+		get_make_service_level = get_service_level("_Test Service Level")
+
+		self.assertEqual(test_make_service_level.name, get_make_service_level.name)
+		self.assertEqual(test_make_service_level.holiday_list, get_make_service_level.holiday_list)
+		self.assertEqual(test_make_service_level.employee_group, get_make_service_level.employee_group)
+
+
+def create_service_level(service_level, holiday_list, employee_group, response_time, resolution_time):
+	sl = frappe.get_doc({
 		"doctype": "Service Level",
-		"service_level": "__Test Service Level",
-		"holiday_list": "__Test Holiday List",
-		"priority": "Medium",
+		"service_level": service_level,
+		"holiday_list": holiday_list,
 		"employee_group": employee_group,
-		"response_time": 4,
-		"response_time_period": "Hour",
-		"resolution_time": 6,
-		"resolution_time_period": "Hour",
+		"priorities": [
+			{
+				"priority": "Low",
+				"response_time": response_time,
+				"response_time_period": "Hour",
+				"resolution_time": resolution_time,
+				"resolution_time_period": "Hour",
+			},
+			{
+				"priority": "Medium",
+				"response_time": response_time,
+				"default_priority": 1,
+				"response_time_period": "Hour",
+				"resolution_time": resolution_time,
+				"resolution_time_period": "Hour",
+			},
+			{
+				"priority": "High",
+				"response_time": response_time,
+				"response_time_period": "Hour",
+				"resolution_time": resolution_time,
+				"resolution_time_period": "Hour",
+			}
+		],
 		"support_and_resolution": [
 			{
 				"workday": "Monday",
@@ -67,73 +101,21 @@ def make_service_level():
 		]
 	})
 
-	default_service_level_exists = frappe.db.exists("Service Level", "__Test Service Level")
-	if not default_service_level_exists:
-		default_service_level.insert()
+	sl_exists = frappe.db.exists("Service Level", {"service_level": service_level})
 
-	service_level = frappe.get_doc({
-		"doctype": "Service Level",
-		"service_level": "_Test Service Level",
-		"holiday_list": "__Test Holiday List",
-		"priority": "Medium",
-		"employee_group": employee_group,
-		"response_time": 2,
-		"response_time_period": "Day",
-		"resolution_time": 3,
-		"resolution_time_period": "Day",
-		"support_and_resolution": [
-			{
-				"workday": "Monday",
-				"start_time": "10:00:00",
-				"end_time": "18:00:00",
-			},
-			{
-				"workday": "Tuesday",
-				"start_time": "10:00:00",
-				"end_time": "18:00:00",
-			},
-			{
-				"workday": "Wednesday",
-				"start_time": "10:00:00",
-				"end_time": "18:00:00",
-			},
-			{
-				"workday": "Thursday",
-				"start_time": "10:00:00",
-				"end_time": "18:00:00",
-			},
-			{
-				"workday": "Friday",
-				"start_time": "10:00:00",
-				"end_time": "18:00:00",
-			},
-			{
-				"workday": "Saturday",
-				"start_time": "10:00:00",
-				"end_time": "18:00:00",
-			},
-			{
-				"workday": "Sunday",
-				"start_time": "10:00:00",
-				"end_time": "18:00:00",
-			}
-		]
-	})
-	service_level_exist = frappe.db.exists("Service Level", "_Test Service Level")
-	if not service_level_exist:
-		service_level.insert()
-		return service_level.service_level
+	if not sl_exists:
+		sl.insert()
+		return sl
 	else:
-		return service_level_exist
+		return frappe.get_doc("Service Level", {"service_level": service_level})
 
-def get_service_level():
-	service_level = frappe.db.exists("Service Level", "_Test Service Level")
-	return service_level
+def get_service_level(service_level):
+	return frappe.get_doc("Service Level", service_level)
 
 def make_holiday_list():
 	holiday_list = frappe.db.exists("Holiday List", "__Test Holiday List")
 	if not holiday_list:
-		now = datetime.datetime.now()
+		now = frappe.utils.now_datetime()
 		holiday_list = frappe.get_doc({
 			"doctype": "Holiday List",
 			"holiday_list_name": "__Test Holiday List",
@@ -153,4 +135,15 @@ def make_holiday_list():
 					"holiday_date": "2019-02-11"
 				},
 			]
-		}).insert()
\ No newline at end of file
+		}).insert()
+
+def create_service_level_for_sla():
+	employee_group = make_employee_group()
+	make_holiday_list()
+	make_priorities()
+
+	# Default Service Level
+	create_service_level("__Test Service Level", "__Test Holiday List", employee_group, 4, 6)
+
+	# Service Level
+	create_service_level("_Test Service Level", "__Test Holiday List", employee_group, 2, 3)
diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.js b/erpnext/support/doctype/service_level_agreement/service_level_agreement.js
index 884e3eb52fe..1d486f48346 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.js
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.js
@@ -11,11 +11,19 @@ frappe.ui.form.on('Service Level Agreement', {
 				name: frm.doc.service_level
 			},
 			callback: function(data){
-				for (var i = 0; i < data.message.support_and_resolution.length; i++){
-					frm.add_child("support_and_resolution", data.message.support_and_resolution[i]);
+				let count = Math.max(data.message.priorities.length, data.message.support_and_resolution.length);
+				let i = 0;
+				while (i < count){
+					if (data.message.priorities[i]) {
+						frm.add_child("priorities", data.message.priorities[i]);
+					}
+					if (data.message.support_and_resolution[i]) {
+						frm.add_child("support_and_resolution", data.message.support_and_resolution[i]);
+					}
+					i++;
 				}
 				frm.refresh();
 			}
 		});
-	}
+	},
 });
diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.json b/erpnext/support/doctype/service_level_agreement/service_level_agreement.json
index 27d7ad5ae2f..f91a80c60d1 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.json
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.json
@@ -1,764 +1,188 @@
 {
- "allow_copy": 0,
- "allow_events_in_timeline": 0,
- "allow_guest_to_view": 0,
- "allow_import": 0,
- "allow_rename": 0,
- "autoname": "Prompt",
- "beta": 0,
+ "autoname": "format:SLA-{service_level}-{####}",
  "creation": "2018-12-26 21:08:15.448812",
- "custom": 0,
- "docstatus": 0,
  "doctype": "DocType",
- "document_type": "",
  "editable_grid": 1,
  "engine": "InnoDB",
+ "field_order": [
+  "service_level",
+  "default_service_level_agreement",
+  "holiday_list",
+  "column_break_2",
+  "employee_group",
+  "default_priority",
+  "entity_section",
+  "entity_type",
+  "column_break_10",
+  "entity",
+  "agreement_details_section",
+  "start_date",
+  "active",
+  "column_break_7",
+  "end_date",
+  "response_and_resolution_time_section",
+  "priorities",
+  "support_and_resolution_section_break",
+  "support_and_resolution"
+ ],
  "fields": [
   {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
-   "default": "",
-   "depends_on": "eval: !doc.default_service_level_agreement",
-   "fetch_if_empty": 0,
-   "fieldname": "customer",
-   "fieldtype": "Link",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
-   "in_list_view": 0,
-   "in_standard_filter": 0,
-   "label": "Customer",
-   "length": 0,
-   "no_copy": 0,
-   "options": "Customer",
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
-   "read_only": 0,
-   "remember_last_selected_value": 0,
-   "report_hide": 0,
-   "reqd": 0,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
-  },
-  {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
-   "depends_on": "eval: !doc.customer",
-   "fetch_if_empty": 0,
+   "default": "0",
+   "depends_on": "eval: !doc.customer;",
    "fieldname": "default_service_level_agreement",
    "fieldtype": "Check",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
-   "in_list_view": 0,
-   "in_standard_filter": 0,
-   "label": "Default Service Level Agreement",
-   "length": 0,
-   "no_copy": 0,
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
-   "read_only": 0,
-   "remember_last_selected_value": 0,
-   "report_hide": 0,
-   "reqd": 0,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
+   "label": "Default Service Level Agreement"
   },
   {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
-   "fetch_if_empty": 0,
    "fieldname": "service_level",
    "fieldtype": "Link",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
    "in_list_view": 1,
-   "in_standard_filter": 0,
+   "in_standard_filter": 1,
    "label": "Service Level",
-   "length": 0,
-   "no_copy": 0,
    "options": "Service Level",
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
-   "read_only": 0,
-   "remember_last_selected_value": 0,
-   "report_hide": 0,
-   "reqd": 1,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
+   "reqd": 1
   },
   {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
    "fetch_from": "service_level.holiday_list",
-   "fetch_if_empty": 0,
    "fieldname": "holiday_list",
    "fieldtype": "Link",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
-   "in_list_view": 0,
-   "in_standard_filter": 0,
    "label": "Holiday List",
-   "length": 0,
-   "no_copy": 0,
    "options": "Holiday List",
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
-   "read_only": 1,
-   "remember_last_selected_value": 0,
-   "report_hide": 0,
-   "reqd": 0,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
+   "read_only": 1
   },
   {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
-   "fetch_if_empty": 0,
    "fieldname": "column_break_2",
-   "fieldtype": "Column Break",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
-   "in_list_view": 0,
-   "in_standard_filter": 0,
-   "length": 0,
-   "no_copy": 0,
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
-   "read_only": 0,
-   "remember_last_selected_value": 0,
-   "report_hide": 0,
-   "reqd": 0,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
+   "fieldtype": "Column Break"
   },
   {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
-   "depends_on": "",
-   "fetch_from": "service_level.priority",
-   "fetch_if_empty": 0,
-   "fieldname": "priority",
-   "fieldtype": "Data",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
-   "in_list_view": 0,
-   "in_standard_filter": 0,
-   "label": "Priority",
-   "length": 0,
-   "no_copy": 0,
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
-   "read_only": 1,
-   "remember_last_selected_value": 0,
-   "report_hide": 0,
-   "reqd": 0,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
-  },
-  {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
    "fetch_from": "service_level.employee_group",
-   "fetch_if_empty": 0,
    "fieldname": "employee_group",
    "fieldtype": "Link",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
-   "in_list_view": 0,
-   "in_standard_filter": 0,
+   "in_list_view": 1,
+   "in_standard_filter": 1,
    "label": "Employee Group",
-   "length": 0,
-   "no_copy": 0,
    "options": "Employee Group",
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
-   "read_only": 1,
-   "remember_last_selected_value": 0,
-   "report_hide": 0,
-   "reqd": 0,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
+   "read_only": 1
   },
   {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "collapsible_depends_on": "",
-   "columns": 0,
-   "depends_on": "eval: !doc.default_service_level_agreement",
-   "fetch_if_empty": 0,
    "fieldname": "agreement_details_section",
    "fieldtype": "Section Break",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
-   "in_list_view": 0,
-   "in_standard_filter": 0,
-   "label": "Agreement Details",
-   "length": 0,
-   "no_copy": 0,
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
-   "read_only": 0,
-   "remember_last_selected_value": 0,
-   "report_hide": 0,
-   "reqd": 0,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
+   "label": "Agreement Details"
   },
   {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
    "depends_on": "eval: !doc.default_service_level_agreement",
-   "fetch_if_empty": 0,
    "fieldname": "start_date",
    "fieldtype": "Date",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
-   "in_list_view": 0,
-   "in_standard_filter": 0,
-   "label": "Start Date",
-   "length": 0,
-   "no_copy": 0,
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
-   "read_only": 0,
-   "remember_last_selected_value": 0,
-   "report_hide": 0,
-   "reqd": 0,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
+   "label": "Start Date"
   },
   {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
-   "default": "Active",
-   "depends_on": "eval: !doc.default_service_level_agreement",
-   "fetch_if_empty": 0,
-   "fieldname": "agreement_status",
-   "fieldtype": "Select",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
-   "in_list_view": 0,
-   "in_standard_filter": 0,
-   "label": "Agreement Status",
-   "length": 0,
-   "no_copy": 0,
-   "options": "Active\nExpired",
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
-   "read_only": 1,
-   "remember_last_selected_value": 0,
-   "report_hide": 0,
-   "reqd": 0,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
-  },
-  {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
    "depends_on": "eval: !doc.default_contract",
-   "fetch_if_empty": 0,
    "fieldname": "column_break_7",
-   "fieldtype": "Column Break",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
-   "in_list_view": 0,
-   "in_standard_filter": 0,
-   "length": 0,
-   "no_copy": 0,
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
-   "read_only": 0,
-   "remember_last_selected_value": 0,
-   "report_hide": 0,
-   "reqd": 0,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
+   "fieldtype": "Column Break"
   },
   {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
    "depends_on": "eval: !doc.default_service_level_agreement",
-   "fetch_if_empty": 0,
    "fieldname": "end_date",
    "fieldtype": "Date",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
-   "in_list_view": 0,
-   "in_standard_filter": 0,
-   "label": "End Date",
-   "length": 0,
-   "no_copy": 0,
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
-   "read_only": 0,
-   "remember_last_selected_value": 0,
-   "report_hide": 0,
-   "reqd": 0,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
+   "label": "End Date"
   },
   {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
-   "fetch_if_empty": 0,
+   "collapsible": 1,
    "fieldname": "response_and_resolution_time_section",
    "fieldtype": "Section Break",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
-   "in_list_view": 0,
-   "in_standard_filter": 0,
-   "label": "Response and Resolution Time",
-   "length": 0,
-   "no_copy": 0,
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
-   "read_only": 0,
-   "remember_last_selected_value": 0,
-   "report_hide": 0,
-   "reqd": 0,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
+   "label": "Response and Resolution Time"
   },
   {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
-   "fetch_from": "service_level.response_time",
-   "fetch_if_empty": 0,
-   "fieldname": "response_time",
-   "fieldtype": "Int",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
-   "in_list_view": 0,
-   "in_standard_filter": 0,
-   "label": "Response Time",
-   "length": 0,
-   "no_copy": 0,
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
-   "read_only": 1,
-   "remember_last_selected_value": 0,
-   "report_hide": 0,
-   "reqd": 0,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
-  },
-  {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
-   "fetch_from": "service_level.resolution_time",
-   "fetch_if_empty": 0,
-   "fieldname": "resolution_time",
-   "fieldtype": "Int",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
-   "in_list_view": 0,
-   "in_standard_filter": 0,
-   "label": "Resolution Time",
-   "length": 0,
-   "no_copy": 0,
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
-   "read_only": 1,
-   "remember_last_selected_value": 0,
-   "report_hide": 0,
-   "reqd": 0,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
-  },
-  {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
-   "fetch_if_empty": 0,
-   "fieldname": "column_break_16",
-   "fieldtype": "Column Break",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
-   "in_list_view": 0,
-   "in_standard_filter": 0,
-   "length": 0,
-   "no_copy": 0,
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
-   "read_only": 0,
-   "remember_last_selected_value": 0,
-   "report_hide": 0,
-   "reqd": 0,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
-  },
-  {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
-   "fetch_from": "service_level.response_time_period",
-   "fetch_if_empty": 0,
-   "fieldname": "response_time_period",
-   "fieldtype": "Data",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
-   "in_list_view": 0,
-   "in_standard_filter": 0,
-   "label": "Response Time Period",
-   "length": 0,
-   "no_copy": 0,
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
-   "read_only": 1,
-   "remember_last_selected_value": 0,
-   "report_hide": 0,
-   "reqd": 0,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
-  },
-  {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
-   "fetch_from": "service_level.resolution_time_period",
-   "fetch_if_empty": 0,
-   "fieldname": "resolution_time_period",
-   "fieldtype": "Data",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
-   "in_list_view": 0,
-   "in_standard_filter": 0,
-   "label": "Resolution Time Period",
-   "length": 0,
-   "no_copy": 0,
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
-   "read_only": 1,
-   "remember_last_selected_value": 0,
-   "report_hide": 0,
-   "reqd": 0,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
-  },
-  {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
    "collapsible": 1,
-   "columns": 0,
-   "fetch_if_empty": 0,
    "fieldname": "support_and_resolution_section_break",
    "fieldtype": "Section Break",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
-   "in_list_view": 0,
-   "in_standard_filter": 0,
-   "label": "Support and Resolution",
-   "length": 0,
-   "no_copy": 0,
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
-   "read_only": 0,
-   "remember_last_selected_value": 0,
-   "report_hide": 0,
-   "reqd": 0,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
+   "label": "Support Hours"
   },
   {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
-   "fetch_if_empty": 0,
    "fieldname": "support_and_resolution",
    "fieldtype": "Table",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
-   "in_list_view": 0,
-   "in_standard_filter": 0,
    "label": "Support and Resolution",
-   "length": 0,
-   "no_copy": 0,
-   "options": "Service Day",
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
-   "read_only": 0,
-   "remember_last_selected_value": 0,
-   "report_hide": 0,
-   "reqd": 0,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
+   "options": "Service Day"
+  },
+  {
+   "fieldname": "priorities",
+   "fieldtype": "Table",
+   "label": "Priorities",
+   "options": "Service Level Priority"
+  },
+  {
+   "fetch_from": "service_level.default_priority",
+   "fieldname": "default_priority",
+   "fieldtype": "Link",
+   "label": "Default Priority",
+   "options": "Issue Priority",
+   "read_only": 1
+  },
+  {
+   "default": "1",
+   "fieldname": "active",
+   "fieldtype": "Check",
+   "label": "Active",
+   "read_only": 1
+  },
+  {
+   "fieldname": "column_break_10",
+   "fieldtype": "Column Break"
+  },
+  {
+   "fieldname": "entity",
+   "fieldtype": "Dynamic Link",
+   "in_list_view": 1,
+   "in_standard_filter": 1,
+   "label": "Entity",
+   "options": "entity_type"
+  },
+  {
+   "depends_on": "eval: !doc.default_service_level_agreement",
+   "fieldname": "entity_section",
+   "fieldtype": "Section Break",
+   "label": "Entity"
+  },
+  {
+   "fieldname": "entity_type",
+   "fieldtype": "Select",
+   "in_standard_filter": 1,
+   "label": "Entity Type",
+   "options": "\nCustomer\nCustomer Group\nTerritory"
   }
  ],
- "has_web_view": 0,
- "hide_heading": 0,
- "hide_toolbar": 0,
- "idx": 0,
- "image_view": 0,
- "in_create": 0,
- "is_submittable": 0,
- "issingle": 0,
- "istable": 0,
- "max_attachments": 0,
- "modified": "2019-03-17 22:36:53.576464",
+ "modified": "2019-06-20 18:04:14.293378",
  "modified_by": "Administrator",
  "module": "Support",
  "name": "Service Level Agreement",
- "name_case": "",
  "owner": "Administrator",
  "permissions": [
   {
-   "amend": 0,
-   "cancel": 0,
    "create": 1,
    "delete": 1,
    "email": 1,
    "export": 1,
-   "if_owner": 0,
-   "import": 0,
-   "permlevel": 0,
    "print": 1,
    "read": 1,
    "report": 1,
    "role": "System Manager",
-   "set_user_permissions": 0,
    "share": 1,
-   "submit": 0,
    "write": 1
   },
   {
-   "amend": 0,
-   "cancel": 0,
    "create": 1,
    "delete": 1,
    "email": 1,
    "export": 1,
-   "if_owner": 0,
-   "import": 0,
-   "permlevel": 0,
    "print": 1,
    "read": 1,
    "report": 1,
    "role": "All",
-   "set_user_permissions": 0,
    "share": 1,
-   "submit": 0,
    "write": 1
   }
  ],
- "quick_entry": 0,
- "read_only": 0,
- "read_only_onload": 0,
- "show_name_in_global_search": 0,
  "sort_field": "modified",
  "sort_order": "DESC",
- "track_changes": 1,
- "track_seen": 0,
- "track_views": 0
+ "track_changes": 1
 }
\ No newline at end of file
diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index 911d06905b3..332bf63580a 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -9,37 +9,88 @@ from frappe import _
 
 class ServiceLevelAgreement(Document):
 
-	def before_insert(self):
-		if self.default_service_level_agreement:
-			doc = frappe.get_list("Service Level Agreement", filters=[{"default_service_level_agreement": "1"}])
-			if doc:
-				frappe.throw(_("A Default Service Level Agreement already exists."))
-
 	def validate(self):
-		if not self.default_service_level_agreement:
-			if not (self.start_date and self.end_date):
-				frappe.throw(_("Enter Start and End Date for the Agreement."))
-			if self.start_date >= self.end_date:
-				frappe.throw(_("Start Date of Agreement can't be greater than or equal to End Date."))
+		if self.default_service_level_agreement:
+			if frappe.db.exists("Service Level Agreement", {"default_service_level_agreement": "1", "name": ["!=", self.name]}):
+				frappe.throw(_("A Default Service Level Agreement already exists."))
+		else:
+			if self.start_date and self.end_date:
+				if self.start_date >= self.end_date:
+					frappe.throw(_("Start Date of Agreement can't be greater than or equal to End Date."))
+
+				if self.end_date < frappe.utils.getdate():
+					frappe.throw(_("End Date of Agreement can't be less than today."))
+
+		if self.entity_type and self.entity:
+			if frappe.db.exists("Service Level Agreement", {"entity_type": self.entity_type, "entity": self.entity, "name": ["!=", self.name]}):
+				frappe.throw(_("Service Level Agreement with Entity Type {0} and Entity {1} already exists.").format(self.entity_type, self.entity))
+
+	def get_service_level_agreement_priority(self, priority):
+		priority = frappe.get_doc("Service Level Priority", {"priority": priority, "parent": self.name})
+
+		return frappe._dict({
+			"priority": priority.priority,
+			"response_time": priority.response_time,
+			"response_time_period": priority.response_time_period,
+			"resolution_time": priority.resolution_time,
+			"resolution_time_period": priority.resolution_time_period
+		})
 
 def check_agreement_status():
 	service_level_agreements = frappe.get_list("Service Level Agreement", filters=[
-		{"agreement_status": "Active"},
+		{"active": 1},
 		{"default_service_level_agreement": 0}
-	])
-	service_level_agreements.reverse()
+	], fields=["name"])
+
 	for service_level_agreement in service_level_agreements:
-		service_level_agreement = frappe.get_doc("Service Level Agreement", service_level_agreement)
-		if service_level_agreement.end_date < frappe.utils.getdate():
-			service_level_agreement.agreement_status = "Expired"
-		service_level_agreement.save()
+		doc = frappe.get_doc("Service Level Agreement", service_level_agreement.name)
+		if doc.end_date and doc.end_date < frappe.utils.getdate():
+			frappe.db.set_value("Service Level Agreement", service_level_agreement.name, "active", 0)
 
-def get_active_service_level_agreement_for(customer):
-	agreement = frappe.get_list("Service Level Agreement",
-		filters=[{"agreement_status": "Active"}],
-		or_filters=[{'customer': customer},{"default_service_level_agreement": "1"}],
-		fields=["name", "service_level", "holiday_list", "priority"],
-		order_by='customer DESC',
-		limit=1)
+def get_active_service_level_agreement_for(priority, customer=None, service_level_agreement=None):
+	filters = [
+		["Service Level Agreement", "active", "=", 1],
+	]
 
-	return agreement[0] if agreement else None
\ No newline at end of file
+	if priority:
+		filters.append(["Service Level Priority", "priority", "=", priority])
+
+	or_filters = [
+		["Service Level Agreement", "entity", "in", [customer, get_customer_group(customer), get_customer_territory(customer)]]
+	]
+	if service_level_agreement:
+		or_filters = [
+			["Service Level Agreement", "name", "=", service_level_agreement],
+		]
+
+	or_filters.append(["Service Level Agreement", "default_service_level_agreement", "=", 1])
+
+	agreement = frappe.get_list("Service Level Agreement", filters=filters, or_filters=or_filters,
+		fields=["name", "default_priority"])
+
+	return agreement[0] if agreement else None
+
+def get_customer_group(customer):
+	if customer:
+		return frappe.db.get_value("Customer", customer, "customer_group")
+
+def get_customer_territory(customer):
+	if customer:
+		return frappe.db.get_value("Customer", customer, "territory")
+
+@frappe.whitelist()
+def get_service_level_agreement_filters(name, customer=None):
+	if not customer:
+		or_filters = [
+			["Service Level Agreement", "default_service_level_agreement", "=", 1]
+		]
+	else:
+		or_filters = [
+			["Service Level Agreement", "entity", "in", [customer, get_customer_group(customer), get_customer_territory(customer), "IS NULL"]],
+			["Service Level Agreement", "default_service_level_agreement", "=", 1]
+		]
+
+	return {
+		"priority": [priority.priority for priority in frappe.get_list("Service Level Priority", filters={"parent": name}, fields=["priority"])],
+		"service_level_agreements": [d.name for d in frappe.get_list("Service Level Agreement", or_filters=or_filters)]
+	}
\ No newline at end of file
diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement_dashboard.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement_dashboard.py
new file mode 100644
index 00000000000..f2bd6813965
--- /dev/null
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement_dashboard.py
@@ -0,0 +1,12 @@
+from frappe import _
+
+def get_data():
+	return {
+		'fieldname': 'service_level_agreement',
+		'transactions': [
+			{
+				'label': _('Issue'),
+				'items': ['Issue']
+			}
+		]
+	}
\ No newline at end of file
diff --git a/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
index e5737e03038..6aa53941921 100644
--- a/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
@@ -5,29 +5,107 @@ from __future__ import unicode_literals
 
 import frappe
 import unittest
-from erpnext.support.doctype.service_level.test_service_level import make_service_level
+from erpnext.support.doctype.service_level.test_service_level import create_service_level_for_sla
 
 class TestServiceLevelAgreement(unittest.TestCase):
-	pass
 
-def make_service_level_agreement():
-	make_service_level()
+	def test_service_level_agreement(self):
+		create_service_level_for_sla()
 
-	# Default Service Level Agreement
-	default_service_level_agreement = frappe.get_doc({
+		# Default Service Level Agreement
+		create_default_service_level_agreement = create_service_level_agreement(default_service_level_agreement=1,
+			service_level="__Test Service Level", holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
+			entity_type=None, entity=None, response_time=4, resolution_time=6)
+		get_default_service_level_agreement = get_service_level_agreement(default_service_level_agreement=1)
+
+		self.assertEqual(create_default_service_level_agreement.name, get_default_service_level_agreement.name)
+		self.assertEqual(create_default_service_level_agreement.entity_type, get_default_service_level_agreement.entity_type)
+		self.assertEqual(create_default_service_level_agreement.entity, get_default_service_level_agreement.entity)
+		self.assertEqual(create_default_service_level_agreement.default_service_level_agreement, get_default_service_level_agreement.default_service_level_agreement)
+
+		# Service Level Agreement for Customer
+		customer = create_customer()
+		create_customer_service_level_agreement = create_service_level_agreement(default_service_level_agreement=0,
+			service_level="_Test Service Level", holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
+			entity_type="Customer", entity=customer, response_time=2, resolution_time=3)
+		get_customer_service_level_agreement = get_service_level_agreement(entity_type="Customer", entity=customer)
+
+		self.assertEqual(create_customer_service_level_agreement.name, get_customer_service_level_agreement.name)
+		self.assertEqual(create_customer_service_level_agreement.entity_type, get_customer_service_level_agreement.entity_type)
+		self.assertEqual(create_customer_service_level_agreement.entity, get_customer_service_level_agreement.entity)
+		self.assertEqual(create_customer_service_level_agreement.default_service_level_agreement, get_customer_service_level_agreement.default_service_level_agreement)
+
+		# Service Level Agreement for Customer Group
+		customer_group = create_customer_group()
+		create_customer_group_service_level_agreement = create_service_level_agreement(default_service_level_agreement=0,
+			service_level="_Test Service Level", holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
+			entity_type="Customer Group", entity=customer_group, response_time=2, resolution_time=3)
+		get_customer_group_service_level_agreement = get_service_level_agreement(entity_type="Customer Group", entity=customer_group)
+
+		self.assertEqual(create_customer_group_service_level_agreement.name, get_customer_group_service_level_agreement.name)
+		self.assertEqual(create_customer_group_service_level_agreement.entity_type, get_customer_group_service_level_agreement.entity_type)
+		self.assertEqual(create_customer_group_service_level_agreement.entity, get_customer_group_service_level_agreement.entity)
+		self.assertEqual(create_customer_group_service_level_agreement.default_service_level_agreement, get_customer_group_service_level_agreement.default_service_level_agreement)
+
+		# Service Level Agreement for Territory
+		territory = create_territory()
+		create_territory_service_level_agreement = create_service_level_agreement(default_service_level_agreement=0,
+			service_level="_Test Service Level", holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
+			entity_type="Territory", entity=territory, response_time=2, resolution_time=3)
+		get_territory_service_level_agreement = get_service_level_agreement(entity_type="Territory", entity=territory)
+
+		self.assertEqual(create_territory_service_level_agreement.name, get_territory_service_level_agreement.name)
+		self.assertEqual(create_territory_service_level_agreement.entity_type, get_territory_service_level_agreement.entity_type)
+		self.assertEqual(create_territory_service_level_agreement.entity, get_territory_service_level_agreement.entity)
+		self.assertEqual(create_territory_service_level_agreement.default_service_level_agreement, get_territory_service_level_agreement.default_service_level_agreement)
+
+
+def get_service_level_agreement(default_service_level_agreement=None, entity_type=None, entity=None):
+	if default_service_level_agreement:
+		filters = {"default_service_level_agreement": default_service_level_agreement}
+	else:
+		filters = {"entity_type": entity_type, "entity": entity}
+
+	service_level_agreement = frappe.get_doc("Service Level Agreement", filters)
+	return service_level_agreement
+
+def create_service_level_agreement(default_service_level_agreement, service_level, holiday_list, employee_group,
+	response_time, entity_type, entity, resolution_time):
+
+	service_level_agreement = frappe.get_doc({
 		"doctype": "Service Level Agreement",
-		"name": "__Test Service Level Agreement",
-		"default_service_level_agreement": 1,
-		"service_level": "__Test Service Level",
-		"holiday_list": "__Test Holiday List",
-		"priority": "Medium",
-		"employee_group": "_Test Employee Group",
+		"default_service_level_agreement": default_service_level_agreement,
+		"service_level": service_level,
+		"holiday_list": holiday_list,
+		"employee_group": employee_group,
+		"entity_type": entity_type,
+		"entity": entity,
 		"start_date": frappe.utils.getdate(),
 		"end_date": frappe.utils.add_to_date(frappe.utils.getdate(), days=100),
-		"response_time": 4,
-		"response_time_period": "Hour",
-		"resolution_time": 6,
-		"resolution_time_period": "Hour",
+		"priorities": [
+			{
+				"priority": "Low",
+				"response_time": response_time,
+				"response_time_period": "Hour",
+				"resolution_time": resolution_time,
+				"resolution_time_period": "Hour",
+			},
+			{
+				"priority": "Medium",
+				"response_time": response_time,
+				"default_priority": 1,
+				"response_time_period": "Hour",
+				"resolution_time": resolution_time,
+				"resolution_time_period": "Hour",
+			},
+			{
+				"priority": "High",
+				"response_time": response_time,
+				"response_time_period": "Hour",
+				"resolution_time": resolution_time,
+				"resolution_time_period": "Hour",
+			}
+		],
 		"support_and_resolution": [
 			{
 				"workday": "Monday",
@@ -67,11 +145,26 @@ def make_service_level_agreement():
 		]
 	})
 
-	default_service_level_agreement_exists = frappe.db.exists("Service Level Agreement", "__Test Service Level Agreement")
-	if not default_service_level_agreement_exists:
-		default_service_level_agreement.insert()
+	filters = {
+		"default_service_level_agreement": service_level_agreement.default_service_level_agreement,
+		"service_level": service_level_agreement.service_level
+	}
 
+	if not default_service_level_agreement:
+		filters.update({
+			"entity_type": entity_type,
+			"entity": entity
+		})
 
+	service_level_agreement_exists = frappe.db.exists("Service Level Agreement", filters)
+
+	if not service_level_agreement_exists:
+		service_level_agreement.insert(ignore_permissions=True)
+		return service_level_agreement
+	else:
+		return frappe.get_doc("Service Level Agreement", service_level_agreement_exists)
+
+def create_customer():
 	customer = frappe.get_doc({
 		"doctype": "Customer",
 		"customer_name": "_Test Customer",
@@ -80,70 +173,53 @@ def make_service_level_agreement():
 		"territory": "Rest Of The World"
 	})
 	if not frappe.db.exists("Customer", "_Test Customer"):
-		customer.insert()
+		customer.insert(ignore_permissions=True)
+		return customer.name
 	else:
-		customer = frappe.get_doc("Customer", "_Test Customer")
+		return frappe.db.exists("Customer", "_Test Customer")
 
-	service_level_agreement = frappe.get_doc({
-		"doctype": "Service Level Agreement",
-		"name": "_Test Service Level Agreement",
-		"customer": customer.customer_name,
-		"service_level": "_Test Service Level",
-		"holiday_list": "__Test Holiday List",
-		"priority": "Medium",
-		"employee_group": "_Test Employee Group",
-		"start_date": frappe.utils.getdate(),
-		"end_date": frappe.utils.add_to_date(frappe.utils.getdate(), days=100),
-		"response_time": 2,
-		"response_time_period": "Day",
-		"resolution_time": 3,
-		"resolution_time_period": "Day",
-		"support_and_resolution": [
-			{
-				"workday": "Monday",
-				"start_time": "10:00:00",
-				"end_time": "18:00:00",
-			},
-			{
-				"workday": "Tuesday",
-				"start_time": "10:00:00",
-				"end_time": "18:00:00",
-			},
-			{
-				"workday": "Wednesday",
-				"start_time": "10:00:00",
-				"end_time": "18:00:00",
-			},
-			{
-				"workday": "Thursday",
-				"start_time": "10:00:00",
-				"end_time": "18:00:00",
-			},
-			{
-				"workday": "Friday",
-				"start_time": "10:00:00",
-				"end_time": "18:00:00",
-			},
-			{
-				"workday": "Saturday",
-				"start_time": "10:00:00",
-				"end_time": "18:00:00",
-			},
-			{
-				"workday": "Sunday",
-				"start_time": "10:00:00",
-				"end_time": "18:00:00",
-			}
-		]
+def create_customer_group():
+	customer_group = frappe.get_doc({
+		"doctype": "Customer Group",
+		"customer_group_name": "_Test SLA Customer Group"
 	})
 
-	service_level_agreement_exists = frappe.db.exists("Service Level Agreement", "_Test Service Level Agreement")
-	if not service_level_agreement_exists:
-		service_level_agreement.insert()
-		return service_level_agreement.name
+	if not frappe.db.exists("Customer Group", {"customer_group_name": "_Test SLA Customer Group"}):
+		customer_group.insert()
+		return customer_group.name
 	else:
-		return service_level_agreement_exists
+		return frappe.db.exists("Customer Group", {"customer_group_name": "_Test SLA Customer Group"})
 
-def get_service_level_agreement():
-	service_level_agreement = frappe.db.exists("Service Level Agreement", "_Test Service Level Agreement")
-	return service_level_agreement
\ No newline at end of file
+def create_territory():
+	territory = frappe.get_doc({
+		"doctype": "Territory",
+		"territory_name": "_Test SLA Territory",
+	})
+
+	if not frappe.db.exists("Territory", {"territory_name": "_Test SLA Territory"}):
+		territory.insert()
+		return territory.name
+	else:
+		return frappe.db.exists("Territory", {"territory_name": "_Test SLA Territory"})
+
+def create_service_level_agreements_for_issues():
+	create_service_level_for_sla()
+
+	create_service_level_agreement(default_service_level_agreement=1,
+		service_level="__Test Service Level", holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
+		entity_type=None, entity=None, response_time=4, resolution_time=6)
+
+	create_customer()
+	create_service_level_agreement(default_service_level_agreement=0,
+		service_level="_Test Service Level", holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
+		entity_type="Customer", entity="_Test Customer", response_time=2, resolution_time=3)
+
+	create_customer_group()
+	create_service_level_agreement(default_service_level_agreement=0,
+		service_level="_Test Service Level", holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
+		entity_type="Customer Group", entity="_Test SLA Customer Group", response_time=2, resolution_time=3)
+
+	create_territory()
+	create_service_level_agreement(default_service_level_agreement=0,
+		service_level="_Test Service Level", holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
+		entity_type="Territory", entity="_Test SLA Territory", response_time=2, resolution_time=3)
diff --git a/erpnext/support/doctype/service_level_priority/__init__.py b/erpnext/support/doctype/service_level_priority/__init__.py
new file mode 100644
index 00000000000..e69de29bb2d
diff --git a/erpnext/support/doctype/service_level_priority/service_level_priority.json b/erpnext/support/doctype/service_level_priority/service_level_priority.json
new file mode 100644
index 00000000000..cd87a1c1131
--- /dev/null
+++ b/erpnext/support/doctype/service_level_priority/service_level_priority.json
@@ -0,0 +1,87 @@
+{
+ "creation": "2019-05-04 05:54:03.658991",
+ "doctype": "DocType",
+ "editable_grid": 1,
+ "engine": "InnoDB",
+ "field_order": [
+  "priority",
+  "cb_01",
+  "default_priority",
+  "sb_00",
+  "response_time",
+  "response_time_period",
+  "cb_00",
+  "resolution_time",
+  "resolution_time_period"
+ ],
+ "fields": [
+  {
+   "columns": 2,
+   "fieldname": "priority",
+   "fieldtype": "Link",
+   "in_list_view": 1,
+   "label": "Priority",
+   "options": "Issue Priority"
+  },
+  {
+   "fieldname": "sb_00",
+   "fieldtype": "Section Break"
+  },
+  {
+   "columns": 1,
+   "fieldname": "response_time",
+   "fieldtype": "Int",
+   "in_list_view": 1,
+   "label": "Response Time"
+  },
+  {
+   "columns": 1,
+   "fieldname": "resolution_time",
+   "fieldtype": "Int",
+   "in_list_view": 1,
+   "label": "Resolution Time"
+  },
+  {
+   "fieldname": "cb_00",
+   "fieldtype": "Column Break"
+  },
+  {
+   "columns": 2,
+   "fieldname": "response_time_period",
+   "fieldtype": "Select",
+   "in_list_view": 1,
+   "label": "Response Time Period",
+   "options": "Hour\nDay\nWeek"
+  },
+  {
+   "columns": 2,
+   "fieldname": "resolution_time_period",
+   "fieldtype": "Select",
+   "in_list_view": 1,
+   "label": "Resolution Time Period",
+   "options": "Hour\nDay\nWeek"
+  },
+  {
+   "fieldname": "cb_01",
+   "fieldtype": "Column Break"
+  },
+  {
+   "default": "0",
+   "fieldname": "default_priority",
+   "fieldtype": "Check",
+   "in_list_view": 1,
+   "label": "Default Priority"
+  }
+ ],
+ "istable": 1,
+ "modified": "2019-05-21 06:54:42.674377",
+ "modified_by": "Administrator",
+ "module": "Support",
+ "name": "Service Level Priority",
+ "owner": "Administrator",
+ "permissions": [],
+ "quick_entry": 1,
+ "sort_field": "modified",
+ "sort_order": "DESC",
+ "track_changes": 1
+}
\ No newline at end of file
diff --git a/erpnext/support/doctype/service_level_priority/service_level_priority.py b/erpnext/support/doctype/service_level_priority/service_level_priority.py
new file mode 100644
index 00000000000..0c0fe4a0669
--- /dev/null
+++ b/erpnext/support/doctype/service_level_priority/service_level_priority.py
@@ -0,0 +1,10 @@
+# -*- coding: utf-8 -*-
+# Copyright (c) 2019, Frappe Technologies Pvt. Ltd. and contributors
+# For license information, please see license.txt
+
+from __future__ import unicode_literals
+# import frappe
+from frappe.model.document import Document
+
+class ServiceLevelPriority(Document):
+	pass