Hello
In our SD projects we've set first response and resolution SLA's for incidents only. So, for example service requests don't have any SLA for first response or resolution.
As we need to make sure we react to all incidents in time, we have set our email requests to automatically generate as incidents, just in case.
Currently our time to first response SLA is set so that when we receive a new issue (incident) as an email request and our specialist opens the issue and assigns it to her-/himself, the SLA timer will stop. Then later, if it's agreed that the issue actually isn't an incident but rather a service request, we'll change the issue type from incident to service request.
The problem is the following:
When changing the issue type from one that has set SLAs to one that doesn't have any SLAs, the SLA timestamp for (for example time to first response) will follow. Is there any way to clear this information?
We're building our own analytics dashboards regarding our SD performance and SLA timestamps in service requests that shouldn't be there are a pain.
