Hi.  I was reviewing a webinar video and had to leave early.  I am trying to find it and haven’t had any luck.  Hopefully someone saw it and can direct me.  It was two people, a woman and a man.  It was primarily driven by the man who was showing ticket best practices.  My notes say he was showing the status field and how you can add various custom statuses.  In his example, he reviewed “Scheduled” and how you can edit the SLA due date.

Thanks!