Our Use case:
We have SLA target for priority critical ticket is 1 day and SLA target for priority high ticket is 2 days.
Priority High ticket is getting created and it is open for 23 hours. the business reviewed and decide to move the ticket priority to Critical. In SMAX, SLA calculation always happening from date of creation not from the date of SLA modification.
In the above use case, the respective technical team is getting only 1 hour to resolve the issue, else SLA is getting breached.
Anybody having suggestions to deal this situation?