Defining when Response & Resolution SLA start

[krwlng]

Hi Team

I am trying to configure SnoW in such a way that SLA only starts when a technician/engineer is assigned to the case.

The current setup is that SLA clocks start the moment a case is raised.

Can I confine it in such a way that the SLAs only start when a technician is assigned to the case?

[Dr Atul G- LNG]

Hi @krwlng 

It is do able,

Need to make the changes in Resolution SLA, where condition will be