SLA Configuration - Response -

Dears,

I`m facing an issue with the response SLA configuration , currently I configured response SLA from the open till assignment time and another SLA from open till resolution. The issue is that whenever the response SLA is breached , the whole incident is marked as breached so it gives wrong data since the resolution SAL might still be achieved.

My question is that how can we mark the incident as breached for response and achieved for resolution.

Best Regards,

Haytham