Need to modify SLA Escalation behaviour
I have notifications set to email different management levels based on how long a ticket has been open. However, if that ticket is reassigned to another worker, the escalation timing resets to zero. For example, if a ticket is supposed to escalate 2 hours after creation, but is reassigned after 1 hour, the notification won't trigger until 3 hours.
Can SLA escalations be set based on ticket lifespan, rather than on assignment times?
Any advice would be greatly appreciated.