how to change SLA

[shivendra]

customer is raising ticket with wrong SLA .how can agent will able to change the SLA of ticket .
As i had assigned escalation time in SLA my some of ticket which is not related to corrected SLA going on Escalate.

so kindly tell me how can we change it from agent side

[jojo]

depends on your config. Typically this could be done via priority or free fields screens

[shivendra]

ok...so in conf where i can check ?

[jojo]

did you have a look on priority screen or free field screen in TicketZoom

[shivendra]

we are not looking priority ...only using SLA.i also disabled free field

[jojo]

as it seems that you are disabling the functions where you can set or change the SERVICE/SLA for an existing ticket, you should reenable them to look in which field the Service/SLA can be set

[shivendra]

field services and SLA is enable in customer login.priority field is disable .so we are working on SLA basis .customer has to select SLA and Service .

in agent view we can set priority but can't change SLA .Actually we had set SLA as a Priority.
so customer has to select their priority as a SLA.but customer were putting wrong SLA as on their issue.whose issue is lightly they were also setting high SLA.so i need to change SLA from agent side

[jojo]

Enable Ticket::Frontend::AgentTicketPriority###Service and the agents can change or set Service and SLA via Priority screen on a ticket

[shivendra]

thanks...this works