Currently after the SLA configuration is set, it starts counting according to what was configured but there is no way to reset the SLA.
We want the ability to reset the SLA as sometimes there can be exceptions to the configurations that were set or something was misconfigured.
- John is an Administrator who have set the conditions for his service desk SLA.
- There were a couple of exceptions to the SLA rules in two tickets and the SLA started to count before it should.
- John wants the ability to reset the SLA manually so he can fix the problem for these two tickets and future similar cases that can occur.