You can update the SLA for a specific incident by modifying the date and expected arrival time of a responder in an incident.

To edit an incidents SLA:

  1. In the Incident panel, locate the incident whose SLA you want to update.

2. Click the time in the SLA column. The Update Incident Time pop-up opens.

3. Modify the SLA Arrival Time  (the SLA Completion Time is then automatically recalculated based on the default configuration), as required and click OK.

The following example shows the SLA times in the Incident Manager window.

         

     

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