SLA timers restarting when transferring tickets between SDP Cloud instances

SLA timers restarting when transferring tickets between SDP Cloud instances

The way we use SDP Cloud within our agency is that we have separate instances for our areas such as HR, ICT, Business Systems, Finance etc.

We have found that transferring tickets between the instances creates a new support ticket, which means the SLA timers are restarted.

What we would want is that if a ticket was originally created in the ICT instance, and then it was discovered that it should have gone to the Business Systems instance, then a new ticket is created but the original SLA timers carry over to the new ticket.

Is it possible to configure SDP to stop this from occurring?‚Äč

                  New to ADSelfService Plus?