We're using SLAs with a focus on First Response Time. Currently, if the first response is missed, the ticket is re-assigned and escalated—this part is working as expected.

What I'm trying to figure out is how to reset the SLA so it triggers again when a user re-assigns the ticket to another technician. I want the new technician to have the same First Response Time window (based on entering a note). If they miss it, the ticket should escalate back to the user for review.

Here’s the flow I'm aiming for:

• Ticket is assigned to a group/tech

• SLA violated? → escalate to Judy Jetson

• Judy reviews and re-assigns to another tech

• SLA violated again? → escalate back to Judy

• And repeat if needed

The issue is: even if I update the Response DueBy time, the SLA doesn’t trigger a second time. It only works the first time. How can I get the SLA to restart with each re-assignment?