Hi, 

We have the system set so the longest SLA is assigned as default when a request is raised, unless they use the self service portal and set their own SLA. The notification they get sent when the request is opened advises them of the timescales they should receive a response and resolution, however we commonly change the SLA as some requests are under or over prioritised by users. We'd like the updated SLA to be sent to them in a notification, however I can't see where this can be configured, can you help us at all please?

Thanks
Tom