I want know, how is this field useful in the SLA.
Suppose I have a SLA of Medium ticket for 2 days and technician uses this field to change it to some other as per his understanding.
Or what and how is this filed ideally used. Also, will this relate to the technicians schedule of work??
Suppose a tech is assigned a ticket and his schedule work hours are out of business hours how does this schedule work or will the auto assign logic re-assign it to different tech based on unavailibility.
Regards
Aakhib