SLA Time Extension

Abdullah Shaik1
Tera Contributor

‎09-10-2022 05:40 AM

Hello,

I have a demand where user wants to extend the SLA from 24 hours to 48 hours for a particular group. Can someone please help me with all the steps how can I change the SLA time from 24 hours to 48 hours ?

User has provided only Group name for which SLA needs to be extended. How can I find the SLA through group name ?

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Uncle Rob
Kilo Patron

‎09-10-2022 07:29 AM

The most important thing is that they understand the conditions upon which the deadline is extended.

If it were me I'd create a second SLA at 48 hours with a retroactive start.  Then just watch for the conditions.

 

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Tommy SN Sahlin
Kilo Sage
In response to Uncle Rob

‎09-11-2022 05:15 AM

Exactly as @Robert Fedoruk says, create a second SLA, and also exclude the group in the first SLA Definition start condition.

cheers, hope that helps  /Tommy

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