Service desk SLA

Question

Hi

Is it possible that reporter set SLA time? for example there would have existed a field in create screen of Service desk and reporter set her/his own time in this field and this time place in SLAs Part of issue screen.

SLA time may be different in issues.

thanks

Jack Brickey · Accepted Answer

This is not possible. You could opt to add a custom field and allow the customer to enter a requested resolution time.

Nic Brough -Adaptavist- · Accepted Answer

Not directly, the SLAs are generated by rules set by the service desk admins (this is rightly so - you wouldn't want a customer setting impossible agreements for you).

But those rules could work off data a customer sets.