Hello,
Currently, once an SLA is applied to a ticket or conversation, it cannot be modified.
It would be beneficial to have the ability to change the SLA (both manually and through Workflows) to accommodate situations where an agent may have selected the wrong SLA or when we need to adjust it due to a change in priority.
Our use case:
We created a ticket attribute called "priority" (list), which is used in a Workflow to determine and apply the SLA. However, the SLA does not update when the value of the "priority" attribute is changed.
