Changing SLA of a Ticket
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.
Before getting started
To change the SLA, it's necessary to have a ticket registered previously, a justification and a 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" 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.