Solution Manager - Service Desk - configure the

1) I am using Service Desk and I need to re-configure the SLA (Service Level Agreement) in <b>Transaction monitor</b> for fixing the issues in the <b>Valid to</b> column, i.e. High - 4 hours, Medium - 2 days and Low - 4 days.

how do I reconfigure this I do not know SAP well so please break down the steps thank you.

2) If an issue goes over the Valid to Date is there a way to have an alert set up? an excel sheet etc ??

any help would be appreciated.

Regards

Bil