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