What happens to a due date when a request gets re-assigned to someone else. Let's say I have a 48-hour SLA on resolution for this request and the first technician does nothing with the ticket for 46 hours. If that ticket gets assigned to a different technician, will that new technician now only have 2 hours to resolve the request? If that's the case, how do we fairly measure SLA? The first technician who failed to achieve results would likely not show a failed SLA and the one who was assigned to it later and finished it in 3 hours is going to get a negative outcome?