In Current scenario of ca sdm, SLA setup is setup in such a way that the events are calculated from Open date/time
Can we have any option that events start to calculate from the first time the ticket is saved.
for example, we have a ticket where there is a time gap between Open time and when the ticket is saved. Lets say time gap is 15 minutes (In our case response violation time is 15min) - it means it is violated here. Can we have any option to calculate the time once the ticket is saved?