As of the moment there is no way SLA can be assigned to just a particular ticket and no option yet for an Alarm if ticket is in idle or any alarm at all within the application. After a ticket is submitted by a user, it is manually assigned by the helpdesk team. Then, when the state of the ticket changes from new to assigned, there is no SLA timer. Also, if a tech adds a comment, the SLA timer is deactivated and a ticket can be left to languish without an alarm. I would like to have the ability to reset a timer. On some tickets, I would like to change the duration of the timer, ie one day as opposed to three days.
Without this ability, the feature is nearly useless.
