It would be helpful if in the SLA rule we could have Not Resolve in X time since priority is set.
Example:
Low priority tickets have 5 Days to resolve -> After 5 Days the ticket is set to medium
Medium priority tickets have 2 days to resolve -> After 2 days the ticket is set to High
High priority tickets have 1 day to resolve -> after 1 day ticket is set to Critical
The problem is - as soon as a low priority ticket becomes medium it breaches instantly - this is because medium tickets only have 2 days to be resolved and that has already passed.
The solution would be if I could base it on when a ticket's priority is set...