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Hello,
I have setup SLA KPI and Service Level Agreements in the Service Management Section already and have confirmed my SLA is being added to all new cases being created.
Is it possible to change the SLA failure time for individual cases? I've tried accessing via attached screenshots but it is set to read only. What permissions do I need to change to enable this?
Hi partner,
This failure time is designed by your SLA KPI rules.
For example I set my SLA failure after 8 hours based on created on time, then the failure time will generate automatically.
We could not edit the failure time by case->SLA tab directly, we should deactivate the SLA and SLA Items first and then edit the failure rule.
Best Regards,
Leo
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