Hi Shawn,
In this case, you need to create a New Priority ( Normal Priority1) and a new SLA with the whatever the SLA is current applied to the ticket. So then the when you change the Priority of the ticket to Normal Priority1 the SLA still stay the same.
If this doesn't sound right to you, then you need to modify all your existing SLA's with a different criteria say Impact or Urgency, so that when you change the Priority to Normal it won't change the SLA of the request.
Nagaraj S
SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice
In this case, you need to create a New Priority ( Normal Priority1) and a new SLA with the whatever the SLA is current applied to the ticket. So then the when you change the Priority of the ticket to Normal Priority1 the SLA still stay the same.
If this doesn't sound right to you, then you need to modify all your existing SLA's with a different criteria say Impact or Urgency, so that when you change the Priority to Normal it won't change the SLA of the request.
Nagaraj S
SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice