Change SLA of a Ticket
2 min
Change the SLA of the ticket means modify its time of attendance, by extending or shortening the period of execution.
Before getting started
To change the SLA, it is necessary to previously register the ticket justification and calendar.
Procedure
- Access the functionality Ticket Management through the main menu Process > Request and Incident Management > Service Request and Incident;
- Click on the ticket you want, select the button "More Options"Â and the option "Change SLA";
- Set the type of SLA, the time (deadline) of attendance, and the calendar to count this time, the justification and its complement regard the time change.