A response or resolution deadline should be scheduled for each request. The requester will be informed about this deadline. The resolution deadline is scheduled by the Technical Support Department and it does not necessarily have to be related to the requested deadline for solution provided by the requester in his/her request.
The solvers should have either resolved the request by the deadline, or specify a new resolution deadline and inform the requester accordingly, including the reasons if possible.
The deadline for resolution is usually specified by the solver, but it can be specified already by the operator. The procedure is as follows:

Go to the Requests to be resolved window, right-click on the request for which you want to specify or edit the deadline and select Deadline from the context menu.
A window will open where you can enter the new deadline. You can provide any reasons for the deadline change in the Note field. Click on OK to confirm the deadline.
An e-mail message will be sent, informing the requester about the deadline change. The deadline change will also be recorded in the Request Log.

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