Recalculate SLA when assigned to agent

[marioschaper]

Hi,

is there a possibility to recalculate the sla at the moment a agent is assigned to it?
We have many tickets that don't need an initial public response and all of these tickets run in sla overtime because we don't add an initial reply

[Esben_D]

Currently it is not possible to recalculate SLA when assigning an agent. However, as a workaround you could use a change in priority or ticket type to do the recalculation by changing the ticket type or priority and then changing it back.

I will add you request to the customer wishlist however.