We have separate SLA’s for SR and INC tickets with the expectation that INC are where something is broken/not working making them urgent while SR tickets are requests for something new/additional and, likely less urgent.  The default if staff simply email us or choose the “log a ticket” option is INC leading to misuse of the INC type.  While we can change the ticket type for metrics, doing so does not change the related SLA.  Nor is the any way I’ve seen for us to change the SLA manually.

As admin with “play god” priviledges, I’d love to see an option to associate the correct SLA on a ticket where it was incorrectly submitted.