Determining SLA times when SR type changes in Service Request(SR)
I create a SR with a response time of 1 day and a resolution time of 5 days. The type is 'Complaint'.
I have another SR type called 'Pay Query' which has a response time of 4 hrs and a resolution time of 8 days.
The next day after creating the SR I change the type to 'Pay Query'.
I know the SLA times are recalculated when the SR type is changed, but on what date is the calculation based?
Is there a way to recalculate from the date of type-switch?
Thanks
Allin