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            SLA Policy for Change Request for IT Services

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            SLA Policy for Change Request for IT Services

            The Standard Support for Change Request SLA policy applies to change request records during default business hours, governed by the Change Requests entitlement. This policy takes effect upon change request record creation. The primary focus of this policy is the Acknowledging Change milestone.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
            Action Type Milestone SLA Trigger Time Completion Criteria Cancellation Criteria
            Emergency Acknowledging Change 4 hours Status is not New Change Type is not Emergency
             
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            Salesforce Help | Article