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?
Best Regards,
Paul