Changing SLA rule "on the way"
Hello guys, I would like to know if there is a way to change the predetermined SLA in an incident "on the way", The need is this one: If an incident cant be solved in the SLA time, and the cause is external to the processing team, the SLA should be changed to a fixed date and hour in the future, and that date and hour would be the new SLA for the solution of the incident, is it possible to do it in the ITSM Service Desk?
Manual Re-Definition of IRT & MPT can be performed as below.
IRT & MPT can also be adjusted in a manual way by using “Select date” and “Time Picker” functionality in the assignment blocks “Service Level Agreement” and “Dates”.
This functionality will abrogate the SLA calculation mechanism and should only be performed when the
situation requires manual adoption of SLA time parameters.
Please note that all manual changes on SLA times will be documented in assignment block “Change History ” which allows retracing all changes by timestamp and user name.