I am currently able to apply an SLA based on any selection criteria via rules builder, so I can apply one SAL for a customer with an incident on Service X that has a service level of Gold. However, when the OLA is applied I can only apply it via the group.

If I have the same group dealing with incidents for both customers with Gold service level and Silver level there is no way to reflect this in the groups OLA.

If we had the ability to apply a specific OLA for the group based on other criteria this would solve this issue and open up a level of much more detailed use of OLAs.