I need someone who can SLA the engine in SD Plus.

When a request is created that does not have an SLA assigned and at a later stage, when it is handled and assigned to a group or vendor or supplier that have a SLA demand. The SLA shows that the response time has been broken.

Does this mean that the SLA is calculated on the create date regardless of the SLA assignment?

If this is how it works, it makes no sense to use the SLA function in a multi sourcing environment.

In my way of thinkin the SLA clock should start when it is assigned to a supportgroup regardless of create time of a request or some other condition in the SLA configuration.