SLA Time

Once the Priority Sets have been created, you can edit the Response/Resolve times if you have the Service Level Management active. Select the Priority Set and adjust the Response and Resolve times by Priority. If you enter the time in the first block, it will copy across the SLA columns.

 

If you need a different time for one of the SLAs, simply type it in that column and the change will affect only that item. In the example below, the highlighted number was originally the same as the others. Changing the Response time to 4 hours did not affect the other times.

 

When you are done, click on the Save icon.