I think that you could enable it and then erase the dtl blocks (*) in CustomerTicketMessage.dtl to let customer doesn't see those field. Then you should be able to assign service/sla elsewhere as agent (ie: Ticket::Frontend::AgentTicketNote###Service: 
If you want to set the service (Ticket::Service needs to be activated). in Ticket -> Frontend::Agent::Ticket::ViewNote)

(*)
<!-- dtl:block:TicketService -->
                                <tr>
                                    <td class="contentkey">$Text{"Service"}:</td>
                                    <td class="contentvalue"> $Data{"ServiceStrg"}</td>
                                </tr>
<!-- dtl:block:TicketService -->
<!-- dtl:block:TicketSLA -->
                                <tr>
                                    <td class="contentkey">$Text{"SLA"}:</td>
                                    <td class="contentvalue"> $Data{"SLAStrg"}</td>
                                </tr>
<!-- dtl:block:TicketSLA -->

HTH

MV
On Thu, Mar 11, 2010 at 6:06 PM, Maria Alejandra Piedra <alepr14@hotmail.com> wrote:

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







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