Is there a way to re-assign an SLA?
Is there a way to re-assign an SLA that has been assigned to a ticket?
E.g. we have the following SLAs:
1) SLA #1: Group = Level 1. Response = 30 mins & Resolution = 4 hrs
2) SLA #2: Group = Level 2. Response = 30 mins & Resolution = 8 hrs
Scenario #1:
Our tickets go to our Level 1 team which triage the issue and attempt to fix. They respond within 20 mins. At hour 4 the ticket is still unresolved and they get an SLA Violation notice.
Scenario #2:
Our tickets go to our Level 1 team which triage the issue and attempt to fix. They respond within 20 mins. They update the Group to "Level 2" in order to escalate / re-assign the ticket. At hour 4...the L1 team get an SLA Violation notice. We don't want this notice since it's been reassigned and the L2 team should get 8 hrs from when the ticket was assigned to their Group.