How to handle the SLA calculation working depending on specific status not from the SR creation
The scenario is when creatinل SR we need the SLA starting to calculate depending on each status
means if selected Log complain should calculate from the time selected this status.
then if changed to the second status should calculate from the time that selected this status and so on.
we already have handled the condition in the Manage entitlement rules to be depends on severity and complain status
but how to handle the response and resolution metrics to start the calculation from the selected time of the complain stats not the SR creation date.
Also we have another list called compensation status has the same scenario