ServiceDesk

We are planning on having a technician who sets the classification as tickets come in. However, we do not want the responded SLA to be satisfied when he does this.

How can we have the responded SLA ignore this modification, but not ignore the next modification?

ServiceDesk 7.5 MP1

Thank you for your help!
Dustin Perkins
Jacobs IT Services

I can't think of a way to do this out of the box. I think you'll have to do something custom. Although, depending on your environment, you could have some rule running on ticket assigned or something that reset the SLA.