The IT Service Desk template includes an SLA that limits the amount of time to review a normal change. You can use this to track change reviews times or create automatic reminders for reviewers.
We set up the SLA to effect changes whose Change type is set to Normal. The SLA allows five business days for approvers to act before it breaches. It counts the time between an approval stage and an approval outcome.
You can change the time allowance in an SLA named Time to approve normal change. To edit or view this SLA:
From your service desk project, go to Project settings () > SLAs.
Learn more about SLAs.
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