diff --git a/erpnext/config/hr.py b/erpnext/config/hr.py
index 0f009b8..342cc6e 100644
--- a/erpnext/config/hr.py
+++ b/erpnext/config/hr.py
@@ -20,6 +20,11 @@
 				},
 				{
 					"type": "doctype",
+					"name": "Employee Group",
+					"dependencies": ["Employee"]
+				},
+				{
+					"type": "doctype",
 					"name": "Attendance",
 					"onboard": 1,
 					"dependencies": ["Employee"]
diff --git a/erpnext/config/support.py b/erpnext/config/support.py
index c19dd42..d6aae89 100644
--- a/erpnext/config/support.py
+++ b/erpnext/config/support.py
@@ -14,6 +14,16 @@
 				},
 				{
 					"type": "doctype",
+					"name": "Issue Type",
+					"description": _("Issue Type."),
+				},
+				{
+					"type": "doctype",
+					"name": "Issue Priority",
+					"description": _("Issue Priority."),
+				},
+				{
+					"type": "doctype",
 					"name": "Communication",
 					"description": _("Communication log."),
 					"onboard": 1,
@@ -40,11 +50,6 @@
 			"items": [
 				{
 					"type": "doctype",
-					"name": "Employee Group",
-					"description": _("Support Team."),
-				},
-				{
-					"type": "doctype",
 					"name": "Service Level",
 					"description": _("Service Level."),
 				},
diff --git a/erpnext/hooks.py b/erpnext/hooks.py
index 53da013..a2c71db 100644
--- a/erpnext/hooks.py
+++ b/erpnext/hooks.py
@@ -242,7 +242,8 @@
 		"erpnext.erpnext_integrations.doctype.amazon_mws_settings.amazon_mws_settings.schedule_get_order_details",
 		"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.projects.doctype.project.project.collect_project_status",
+		"erpnext.support.doctype.issue.issue.set_service_level_agreement_variance"
 	],
 	"daily": [
 		"erpnext.stock.reorder_item.reorder_item",
@@ -264,7 +265,8 @@
 		"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",
+		"erpnext.support.doctype.issue.issue.set_service_level_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 fb1e4fc..125680a 100644
--- a/erpnext/patches.txt
+++ b/erpnext/patches.txt
@@ -602,4 +602,4 @@
 erpnext.patches.v11_1.rename_depends_on_lwp
 execute:frappe.delete_doc("Report", "Inactive Items")
 erpnext.patches.v11_1.delete_scheduling_tool
-erpnext.patches.v12_0.make_custom_fields_for_bank_remittance
\ No newline at end of file
+erpnext.patches.v12_0.make_custom_fields_for_bank_remittance
diff --git a/erpnext/patches/v12_0/move_parameters_to_priority.py b/erpnext/patches/v12_0/move_parameters_to_priority.py
new file mode 100644
index 0000000..310bfe2
--- /dev/null
+++ b/erpnext/patches/v12_0/move_parameters_to_priority.py
@@ -0,0 +1,38 @@
+# Copyright (c) 2017, Frappe and Contributors
+# License: GNU General Public License v3. See license.txt
+
+from __future__ import unicode_literals
+import frappe
+
+def execute():
+	priority = ["Low", "Medium", "High"]
+
+	service_levels = frappe.get_list("Service Level")
+	for service_level in service_levels:
+		doc = frappe.get_doc("Service Level", service_level)
+		for value in priority:
+			doc.append("priorities",
+				{
+					"priority": "{0}".format(value),
+					"response_time": doc.response_time,
+					"response_time_period": doc.response_time_period,
+					"resolution_time": doc.resolution_time,
+					"resolution_time_period": doc.resolution_time_period,
+				}
+			)
+		doc.save(ignore_permissions=True)
+
+	service_level_agreements = frappe.get_list("Service Level Agreement")
+	for service_level_agreement in service_level_agreements:
+		doc = frappe.get_doc("Service Level Agreement", service_level_agreement)
+		for value in priority:
+			doc.append("priorities",
+				{
+					"priority": "{0}".format(value),
+					"response_time": doc.response_time,
+					"response_time_period": doc.response_time_period,
+					"resolution_time": doc.resolution_time,
+					"resolution_time_period": doc.resolution_time_period,
+				}
+			)
+		doc.save(ignore_permissions=True)
\ No newline at end of file
diff --git a/erpnext/support/doctype/issue/issue.js b/erpnext/support/doctype/issue/issue.js
index 97b34e9..af742ac 100644
--- a/erpnext/support/doctype/issue/issue.js
+++ b/erpnext/support/doctype/issue/issue.js
@@ -1,13 +1,15 @@
 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);
-		}
 	},
 
 	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 +22,22 @@
 				});
 			}, __("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 +45,36 @@
 		}
 	},
 
+	priority: function(frm) {
+		if (frm.doc.service_level_agreement) {
+			frappe.show_alert({
+				indicator: 'green',
+				message: __('Changing Priority.')
+			});
+			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) {
+		frappe.show_alert({
+			indicator: 'green',
+			message: __('Changing 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(__("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 +129,26 @@
 });
 
 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 91b718e..3ad5153 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, 
-   "in_filter": 0, 
-   "in_global_search": 1, 
-   "in_list_view": 1, 
-   "in_standard_filter": 0, 
-   "label": "Raised By (Email)", 
-   "length": 0, 
-   "no_copy": 0, 
-   "oldfieldname": "raised_by", 
-   "oldfieldtype": "Data", 
-   "options": "Email", 
-   "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
-  }, 
+   "bold": 1,
+   "depends_on": "eval:doc.__islocal",
+   "fieldname": "raised_by",
+   "fieldtype": "Data",
+   "in_global_search": 1,
+   "in_list_view": 1,
+   "label": "Raised By (Email)",
+   "oldfieldname": "raised_by",
+   "oldfieldtype": "Data",
+   "options": "Email"
+  },
   {
-   "allow_bulk_edit": 0, 
-   "allow_in_quick_entry": 0, 
-   "allow_on_submit": 0, 
-   "bold": 0, 
-   "collapsible": 0, 
-   "columns": 0, 
-   "fetch_if_empty": 0, 
-   "fieldname": "cb00", 
-   "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, 
-   "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": "cb00",
+   "fieldtype": "Column Break"
+  },
   {
-   "allow_bulk_edit": 0, 
-   "allow_in_quick_entry": 0, 
-   "allow_on_submit": 0, 
-   "bold": 0, 
-   "collapsible": 0, 
-   "columns": 0, 
-   "default": "Open", 
-   "fetch_if_empty": 0, 
-   "fieldname": "status", 
-   "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": 1, 
-   "label": "Status", 
-   "length": 0, 
-   "no_copy": 1, 
-   "oldfieldname": "status", 
-   "oldfieldtype": "Select", 
-   "options": "Open\nReplied\nHold\nClosed", 
-   "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": 1, 
-   "set_only_once": 0, 
-   "translatable": 0, 
-   "unique": 0
-  }, 
+   "default": "Open",
+   "fieldname": "status",
+   "fieldtype": "Select",
+   "in_list_view": 1,
+   "in_standard_filter": 1,
+   "label": "Status",
+   "no_copy": 1,
+   "oldfieldname": "status",
+   "oldfieldtype": "Select",
+   "options": "Open\nReplied\nHold\nClosed",
+   "search_index": 1
+  },
   {
-   "allow_bulk_edit": 0, 
-   "allow_in_quick_entry": 0, 
-   "allow_on_submit": 0, 
-   "bold": 0, 
-   "collapsible": 0, 
-   "columns": 0, 
-   "default": "Medium", 
-   "depends_on": "", 
-   "fetch_if_empty": 0, 
-   "fieldname": "priority", 
-   "fieldtype": "Select", 
-   "hidden": 0, 
-   "ignore_user_permissions": 0, 
-   "ignore_xss_filter": 0, 
-   "in_filter": 0, 
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+   "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, 
-   "options": "Project", 
-   "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", 
-   "length": 0, 
-   "no_copy": 0, 
-   "options": "Company", 
-   "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": 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, 
-   "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
-  }, 
+   "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", 
-   "oldfieldtype": "Text", 
-   "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
-  }, 
+   "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 dca06d4..deeb8ae 100644
--- a/erpnext/support/doctype/issue/issue.py
+++ b/erpnext/support/doctype/issue/issue.py
@@ -63,22 +63,28 @@
 	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 = now_datetime()
+
 		if self.status=="Closed" and status !="Closed":
-			self.resolution_date = now()
-			self.update_agreement_status()
+			self.resolution_date = 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":
+			response_time_diff = round(time_diff_in_hours(self.response_by, current_time), 2)
+			resolution_time_diff = round(time_diff_in_hours(self.resolution_by, current_time), 2)
+
+			if response_time_diff < 0 or resolution_time_diff < 0:
+				self.agreement_fulfilled = "Failed"
 			else:
-				self.agreement_status = "Fulfilled"
+				self.agreement_fulfilled = "Fulfilled"
 
 	def create_communication(self):
 		communication = frappe.new_doc("Communication")
@@ -122,25 +128,43 @@
 		return replicated_issue.name
 
 	def before_insert(self):
-		self.set_response_and_resolution_time()
+		if not self.priority:
+			self.priority = frappe.db.get_value("Issue Priority", {"default_priority": 1})
+		self.set_response_and_resolution_time(priority=self.priority)
 
-	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:
+			return
+
+		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
 
 		service_level = frappe.get_doc("Service Level", service_level_agreement.service_level)
+		priority = service_level.get_service_level_priority(priority)
+		priority.update({
+			"support_and_resolution": service_level.support_and_resolution,
+			"holiday_list": service_level.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, service_level_agreement):
+		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 +174,11 @@
 
 	# 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)))
 
@@ -168,13 +192,13 @@
 	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:
@@ -207,6 +231,34 @@
 
 	return current_date_time
 
+def set_service_level_agreement_status():
+	issues = frappe.get_list("Issue", filters={"status": "Open", "agreement_fulfilled": "Ongoing"})
+	for issue in issues:
+		doc = frappe.get_doc("Issue", issue.name)
+		if doc.service_level_agreement and doc.agreement_fulfilled == "Ongoing":
+			response_time_diff = round(time_diff_in_hours(doc.response_by, now_datetime()), 2)
+			resolution_time_diff = round(time_diff_in_hours(doc.resolution_by, now_datetime()), 2)
+			if response_time_diff < 0 or resolution_time_diff < 0:
+				frappe.db.set_value("Issue", doc.name, "agreement_fulfilled", "Failed")
+			else:
+				frappe.db.set_value("Issue", doc.name, "agreement_fulfilled", "Fulfilled")
+
+def set_service_level_agreement_variance(issue=None):
+	filters = {"status": "Open", "agreement_fulfilled": "Ongoing"}
+
+	if issue:
+		filters = {"name": issue}
+
+	issues = frappe.get_list("Issue", filters=filters)
+	for issue in issues:
+		doc = frappe.get_doc("Issue", issue.name)
+		if not doc.first_responded_on:
+			variance = round(time_diff_in_hours(doc.response_by, now_datetime()), 2)
+			frappe.db.set_value("Issue", doc.name, "response_by_variance", variance)
+		if not doc.resolution_date:
+			variance = round(time_diff_in_hours(doc.resolution_by, now_datetime()), 2)
+			frappe.db.set_value("Issue", doc.name, "resolution_by_variance", variance)
+
 def get_list_context(context=None):
 	return {
 		"title": _("Issues"),
@@ -244,14 +296,12 @@
 	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 +341,7 @@
 			"doctype": "Task"
 		}
 	}, target_doc)
+
 @frappe.whitelist()
 def make_issue_from_communication(communication, ignore_communication_links=False):
 	""" raise a issue from email """
diff --git a/erpnext/support/doctype/issue/test_issue.py b/erpnext/support/doctype/issue/test_issue.py
index 48ba1f6..565c603 100644
--- a/erpnext/support/doctype/issue/test_issue.py
+++ b/erpnext/support/doctype/issue/test_issue.py
@@ -46,19 +46,7 @@
 		issue.status = 'Closed'
 		issue.save()
 
-		self.assertEqual(issue.agreement_status, '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')
-
-
+		self.assertEqual(issue.agreement_fulfilled, 'Fulfilled')
 
 def make_issue(creation=None, customer=None):
 
@@ -68,6 +56,6 @@
 		"customer": customer,
 		"raised_by": "test@example.com",
 		"creation": creation
-	}).insert()
+	}).insert(ignore_permissions=True)
 
 	return issue
\ No newline at end of file
diff --git a/erpnext/support/doctype/issue_priority/__init__.py b/erpnext/support/doctype/issue_priority/__init__.py
new file mode 100644
index 0000000..e69de29
--- /dev/null
+++ b/erpnext/support/doctype/issue_priority/__init__.py
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 0000000..37ce6a5
--- /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 0000000..38a187b
--- /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 0000000..cecaaaa
--- /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 0000000..c183bbc
--- /dev/null
+++ b/erpnext/support/doctype/issue_priority/test_issue_priority.py
@@ -0,0 +1,22 @@
+# -*- 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):
+	pass
+
+def make_priorities():
+	insert_priority("Low")
+	insert_priority("Medium")
+	insert_priority("High")
+
+def insert_priority(name):
+	frappe.get_doc({
+		"doctype": "Issue Priority",
+		"name": name,
+		"default_priority": 1 if name == "Medium" else 0
+	}).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 8ed006d..68614b1 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 2dd335e..6718514 100644
--- a/erpnext/support/doctype/service_level/service_level.json
+++ b/erpnext/support/doctype/service_level/service_level.json
@@ -1,488 +1,91 @@
 {
- "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",
+  "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 and Resolution"
   },
   {
-   "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
   }
  ],
- "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": "2019-05-05 19:29:56.975951",
  "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
   }
  ],
- "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 4b41e53..a968ffe 100644
--- a/erpnext/support/doctype/service_level/service_level.py
+++ b/erpnext/support/doctype/service_level/service_level.py
@@ -12,35 +12,87 @@
 class ServiceLevel(Document):
 
 	def validate(self):
-		week = get_weekdays()
-		indexes = []
+		self.check_default_priority()
+		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)
+			#priorities.append(priority.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)))
+
+	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_service_level_priority(self, priority):
+		priority = frappe.get_doc("Service Level Priority", {"priority": priority, "parent": self.name})
+
+		if priority:
+			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
+					})
+		else:
+			frappe.throw(_("Service Level {0} doesn't have Priority {1}.".format(self.name, priority)))
+
+def get_repeated(values):
+	unique_list = []
+	diff = []
+	for value in values:
+		if value not in unique_list:
+			unique_list.append(value)
+		else:
+			if value not in diff:
+				diff.append(value)
+	return " ".join(diff)
diff --git a/erpnext/support/doctype/service_level/test_service_level.py b/erpnext/support/doctype/service_level/test_service_level.py
index 3843e31..deba197 100644
--- a/erpnext/support/doctype/service_level/test_service_level.py
+++ b/erpnext/support/doctype/service_level/test_service_level.py
@@ -3,6 +3,7 @@
 # See license.txt
 from __future__ import unicode_literals
 from erpnext.hr.doctype.employee_group.test_employee_group import make_employee_group
+from erpnext.support.doctype.issue_priority.test_issue_priority import make_priorities
 from frappe.utils import now_datetime
 import datetime
 from datetime import timedelta
@@ -16,18 +17,37 @@
 def make_service_level():
 	employee_group = make_employee_group()
 	make_holiday_list()
+	make_priorities()
 
 	# Default Service Level Agreement
 	default_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": 4,
-		"response_time_period": "Hour",
-		"resolution_time": 6,
-		"resolution_time_period": "Hour",
+		"priorities": [
+			{
+				"priority": "Low",
+				"response_time": 4,
+				"response_time_period": "Hour",
+				"resolution_time": 6,
+				"resolution_time_period": "Hour",
+			},
+			{
+				"priority": "Medium",
+				"response_time": 4,
+				"response_time_period": "Hour",
+				"resolution_time": 6,
+				"resolution_time_period": "Hour",
+			},
+			{
+				"priority": "High",
+				"response_time": 4,
+				"response_time_period": "Hour",
+				"resolution_time": 6,
+				"resolution_time_period": "Hour",
+			}
+		],
 		"support_and_resolution": [
 			{
 				"workday": "Monday",
@@ -75,12 +95,30 @@
 		"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",
+		"priorities": [
+			{
+				"priority": "Low",
+				"response_time": 2,
+				"response_time_period": "Day",
+				"resolution_time": 3,
+				"resolution_time_period": "Day",
+			},
+			{
+				"priority": "Medium",
+				"response_time": 2,
+				"response_time_period": "Day",
+				"resolution_time": 3,
+				"resolution_time_period": "Day",
+			},
+			{
+				"priority": "High",
+				"response_time": 2,
+				"response_time_period": "Day",
+				"resolution_time": 3,
+				"resolution_time_period": "Day",
+			}
+		],
 		"support_and_resolution": [
 			{
 				"workday": "Monday",
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 884e3eb..1d486f4 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 @@
 				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 27d7ad5..fb7b4ea 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 +1,178 @@
 {
- "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_agreement_name}",
  "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_agreement_name",
+  "customer",
+  "default_service_level_agreement",
+  "holiday_list",
+  "column_break_2",
+  "service_level",
+  "employee_group",
+  "agreement_details_section",
+  "start_date",
+  "agreement_status",
+  "column_break_7",
+  "end_date",
+  "ignore_start_and_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,
+   "in_list_view": 1,
    "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
+   "set_only_once": 1
   },
   {
-   "allow_bulk_edit": 0,
-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
+   "default": "0",
    "depends_on": "eval: !doc.customer",
-   "fetch_if_empty": 0,
    "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,
+   "in_list_view": 1,
    "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
+   "set_only_once": 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": "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,
    "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
+   "set_only_once": 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",
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-   "reqd": 0,
-   "search_index": 0,
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+   "fieldtype": "Column Break"
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-   "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,
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-   "print_hide_if_no_value": 0,
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-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
    "fetch_from": "service_level.employee_group",
-   "fetch_if_empty": 0,
    "fieldname": "employee_group",
    "fieldtype": "Link",
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-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
-   "in_global_search": 0,
-   "in_list_view": 0,
-   "in_standard_filter": 0,
    "label": "Employee Group",
-   "length": 0,
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    "options": "Employee Group",
-   "permlevel": 0,
-   "precision": "",
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-   "print_hide_if_no_value": 0,
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-   "reqd": 0,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
+   "read_only": 1
   },
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-   "allow_in_quick_entry": 0,
-   "allow_on_submit": 0,
-   "bold": 0,
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-   "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,
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-   "length": 0,
-   "no_copy": 0,
-   "permlevel": 0,
-   "precision": "",
-   "print_hide": 0,
-   "print_hide_if_no_value": 0,
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-   "reqd": 0,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
+   "label": "Agreement Details"
   },
   {
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-   "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,
+   "depends_on": "eval: !doc.default_service_level_agreement && !doc.ignore_start_and_end_date",
    "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",
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-   "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,
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-   "reqd": 0,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
+   "read_only": 1
   },
   {
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-   "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,
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-   "reqd": 0,
-   "search_index": 0,
-   "set_only_once": 0,
-   "translatable": 0,
-   "unique": 0
+   "fieldtype": "Column Break"
   },
   {
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-   "allow_on_submit": 0,
-   "bold": 0,
-   "collapsible": 0,
-   "columns": 0,
-   "depends_on": "eval: !doc.default_service_level_agreement",
-   "fetch_if_empty": 0,
+   "depends_on": "eval: !doc.default_service_level_agreement && !doc.ignore_start_and_end_date",
    "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,
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-   "reqd": 0,
-   "search_index": 0,
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-   "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,
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-   "report_hide": 0,
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-  },
-  {
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-   "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,
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-   "in_standard_filter": 0,
-   "label": "Resolution Time",
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-   "no_copy": 0,
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-   "print_hide": 0,
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-  },
-  {
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-   "fieldname": "column_break_16",
-   "fieldtype": "Column Break",
-   "hidden": 0,
-   "ignore_user_permissions": 0,
-   "ignore_xss_filter": 0,
-   "in_filter": 0,
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-  },
-  {
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-   "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,
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-   "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 and Resolution"
   },
   {
-   "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"
+  },
+  {
+   "fieldname": "service_level_agreement_name",
+   "fieldtype": "Data",
+   "label": "Service Level Agreement Name",
+   "reqd": 1,
+   "unique": 1
+  },
+  {
+   "default": "0",
+   "depends_on": "eval: !doc.default_service_level_agreement",
+   "fieldname": "ignore_start_and_end_date",
+   "fieldtype": "Check",
+   "label": "Ignore Start and End Date",
+   "set_only_once": 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": "2019-03-17 22:36:53.576464",
+ "modified": "2019-05-20 15:36:00.326471",
  "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 911d069..11c510f 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 +9,42 @@
 
 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):
+		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 not self.ignore_start_and_end_date and 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:
+
+			if not self.ignore_start_and_end_date and self.start_date >= self.end_date:
 				frappe.throw(_("Start Date of Agreement can't be greater than or equal to End Date."))
 
+			if not self.ignore_start_and_end_date and self.end_date < frappe.utils.getdate():
+				frappe.throw(_("End Date of Agreement can't be less than today."))
+
 def check_agreement_status():
 	service_level_agreements = frappe.get_list("Service Level Agreement", filters=[
 		{"agreement_status": "Active"},
 		{"default_service_level_agreement": 0}
-	])
-	service_level_agreements.reverse()
-	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()
+	], fields=["name", "end_date"])
 
-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)
+	for service_level_agreement in service_level_agreements:
+		if service_level_agreement.end_date < frappe.utils.getdate():
+			frappe.db.set_value("Service Level Agreement", service_level_agreement.name,
+				"agreement_status", "Expired")
+
+@frappe.whitelist()
+def get_active_service_level_agreement_for(priority, customer=None, service_level_agreement=None):
+
+	if customer and frappe.db.exists("Service Level Agreement", {"customer": customer}) and not service_level_agreement:
+		or_filter = {"customer": customer}
+	elif service_level_agreement:
+		or_filter = {"name": service_level_agreement}
+	else:
+		or_filter = {"default_service_level_agreement": 1}
+
+	agreement = frappe.get_list("Service Level Agreement", filters={"agreement_status": "Active"},
+		or_filters=or_filter, fields=["name", "service_level", "customer"])
 
 	return agreement[0] if agreement else None
\ 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 e5737e0..5ad907a 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
@@ -16,18 +16,36 @@
 	# Default Service Level Agreement
 	default_service_level_agreement = frappe.get_doc({
 		"doctype": "Service Level Agreement",
-		"name": "__Test Service Level Agreement",
+		"service_level_agreement_name": "Default 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",
 		"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": 4,
+				"response_time_period": "Hour",
+				"resolution_time": 6,
+				"resolution_time_period": "Hour",
+			},
+			{
+				"priority": "Medium",
+				"response_time": 4,
+				"response_time_period": "Hour",
+				"resolution_time": 6,
+				"resolution_time_period": "Hour",
+			},
+			{
+				"priority": "High",
+				"response_time": 4,
+				"response_time_period": "Hour",
+				"resolution_time": 6,
+				"resolution_time_period": "Hour",
+			}
+		],
 		"support_and_resolution": [
 			{
 				"workday": "Monday",
@@ -67,10 +85,9 @@
 		]
 	})
 
-	default_service_level_agreement_exists = frappe.db.exists("Service Level Agreement", "__Test Service Level Agreement")
+	default_service_level_agreement_exists = frappe.db.exists("Service Level Agreement", "SLA-Default Service Level Agreement")
 	if not default_service_level_agreement_exists:
-		default_service_level_agreement.insert()
-
+		default_service_level_agreement.insert(ignore_permissions=True)
 
 	customer = frappe.get_doc({
 		"doctype": "Customer",
@@ -80,24 +97,42 @@
 		"territory": "Rest Of The World"
 	})
 	if not frappe.db.exists("Customer", "_Test Customer"):
-		customer.insert()
+		customer.insert(ignore_permissions=True)
 	else:
 		customer = frappe.get_doc("Customer", "_Test Customer")
 
 	service_level_agreement = frappe.get_doc({
 		"doctype": "Service Level Agreement",
-		"name": "_Test Service Level Agreement",
+		"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",
+		"priorities": [
+			{
+				"priority": "Low",
+				"response_time": 2,
+				"response_time_period": "Day",
+				"resolution_time": 3,
+				"resolution_time_period": "Day",
+			},
+			{
+				"priority": "Medium",
+				"response_time": 2,
+				"response_time_period": "Day",
+				"resolution_time": 3,
+				"resolution_time_period": "Day",
+			},
+			{
+				"priority": "High",
+				"response_time": 2,
+				"response_time_period": "Day",
+				"resolution_time": 3,
+				"resolution_time_period": "Day",
+			}
+		],
 		"support_and_resolution": [
 			{
 				"workday": "Monday",
@@ -137,13 +172,13 @@
 		]
 	})
 
-	service_level_agreement_exists = frappe.db.exists("Service Level Agreement", "_Test Service Level Agreement")
+	service_level_agreement_exists = frappe.db.exists("Service Level Agreement", "SLA-_Test Service Level Agreement")
 	if not service_level_agreement_exists:
-		service_level_agreement.insert()
+		service_level_agreement.insert(ignore_permissions=True)
 		return service_level_agreement.name
 	else:
 		return service_level_agreement_exists
 
 def get_service_level_agreement():
-	service_level_agreement = frappe.db.exists("Service Level Agreement", "_Test Service Level Agreement")
+	service_level_agreement = frappe.db.exists("Service Level Agreement", "SLA-_Test Service Level Agreement")
 	return service_level_agreement
\ No newline at end of file
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 0000000..e69de29
--- /dev/null
+++ b/erpnext/support/doctype/service_level_priority/__init__.py
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 0000000..fae225c
--- /dev/null
+++ b/erpnext/support/doctype/service_level_priority/service_level_priority.json
@@ -0,0 +1,86 @@
+{
+ "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": 2,
+   "fieldname": "response_time",
+   "fieldtype": "Int",
+   "in_list_view": 1,
+   "label": "Response Time"
+  },
+  {
+   "columns": 2,
+   "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",
+   "label": "Default Priority"
+  }
+ ],
+ "istable": 1,
+ "modified": "2019-05-20 17:10:43.687547",
+ "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 0000000..0c0fe4a
--- /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