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Service Level Agreements (SLAs) are (usually contractual) agreements with internal departments or external suppliers on the reponseresponse, and handle times of assigned requests based on the priority of the request. The department or contractor needs to respond to and handle the requests within a pre-deterimed determined period of time depending on the priority to comply with the SLA.
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The planned response and planned handle dates in a request cannot be changed, as these are based on the priority. The actual dates however, can be changed by the service desk employee. Since it is possible that the request requestor was already responded to via phone or email before assigning the request, or the issue in the request was already handled before the request itself was set to handled, both of these dates, as well as the log date (in case the request was not submitted via workplace management by the requestor, but create by the service desk employee based on an email, thus having a log date that should be set earlier than the system has set it). if any of these three dates must be changed, the pencil icon behind the field can be used for this. A new date/time can be set and a mandatory reason must be added. If any of these date/time fields is altered, the date/time will be displayed in red and a log of these changes is shown in an include on the request page:
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Tasks that are deducted from the handle date:
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