The process to Edit SLA Policy Details is as follows:
Navigation: Menu > Tickets App > Menu(Three dots) > Select SLA Policy App > SLA Policy Listview > Select a Record > Edit (Pencil Icon)
If user wants to update the existing SLA Policy Details, click on the ‘Edit’ (Pencil Icon) option and fill in the required details.
Edit SLA Policy
| Field name | Description |
| Name | By default the system displays the name of the existing SLA Policy; if user wants to change it, enter a name for the SLA policy |
| Description | Comment or enter short notes about SLA Policy |
Apply all the required changes and click on “Save”
Updates in Details Portlet
The process to Edit SLA Target Details is as follows
Navigation: Menu > Tickets App > Menu (Three dots) > Select SLA Policy App > SLA Policy Listview > Select a Record > Details Portlet > SLA Target Widget > Edit (Three dots)
By default the system displays SLA Target Details and if user wants to update the existing details, click on Edit (Three dots) option to the right of SLA Target Details Widget and apply the changes required.
Edit SLA Target
| Field name | Description |
| Priority | By default the system displays the Priority of the SLA target; if user wants to change it, select priority of the policy from the list |
| Response Time | By default the system displays the Response Time of the SLA Policy; if user wants to change it, enter response time and select whether the time is in hours or minutes from the list |
| Resolution Time | By default the system displays the Resolution Time of the SLA Policy; if user wants to change it, enter resolution times and select whether the time is in hours or minutes |
Apply the required changes and click on Save