How to change a case SLA

Before you start

• The SLA can only be changed when you are working on a case as the case manager, it can't be updated via the case search
• SLAs are set up in the case configuration

Steps to change the SLA

1. Open the case.
2. On the Case details tab, click "Extend case completion target"
   

3. You can extend the SLA by a number of days or hours, or pick a new date from the calendar.
   

4. The new target date is displayed. If reminders have been set up, these are calculated automatically. You can also add a note which will appear as a private note in the case history.
   

Further Reading

For information on configuring SLAs, pausing and clearing them, and which users are able to modify SLAs, see Details, Status, Summary and Target SLAs - Case Completion Targets - SLAs. There's also a How to set up case SLAs guide.