16 Processes
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Incident and Request
Use
Changing SLA of a Ticket
2min
Changing the SLA of a ticket means to modify its time of attendance, it can be either to extend or shorten the period of execution.
To change the SLA, it's necessary to have a ticket registered previously, a justification and a calendar.
- 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" and the option "Change SLA";
- Set the type of SLA, the time (deadline) of attendance, the calendar to count this time, the justification for it and its complement regarding the time change.
