Just wondering if the created date and time of a ticket is "craved in stone" and does not change when the ticket is assigned to a new group in a separate site:

Example:

Email is auto assigned to team member in site A, group A with an SLA of 20 minutes.  The team member will then assign the ticket to the site and group called B.  The SLA for B is 40 minutes.  which does apply but its from the time the ticket was created, not when it was assigned to the B team.  This is central to my UAT and I cant go forward with the product if I cant get it working.  Appreciate your thoughts!

Regards