[itsm] Internal SLA's

Hello all! I would like to know if there is any way I could assign a SLA to a ticket internally. For example, I am the coordinator for the IT technical support, and would like to add SLA's to tickets, but I don't want to give my customers the power to do so, because it can come and bite me in the you know what. So I want to assign them myself, so my team is more efficient but my customers don't have a part in this. Thanks and regards! Maria Alejandra Piedra _________________________________________________________________ Hotmail: Trusted email with powerful SPAM protection. http://clk.atdmt.com/GBL/go/201469227/direct/01/