In our CA sdm environment currently SLA is working based on incident area. But customer wants to change the workflow ,now they want if any new ticket is created in ca sdm 1st they will open the issue and work on it. If they are not able to resolve the ticket they will pass this to our group and we have to work on it.
Now problem is when they assign the ticket to us then only SLA will start when Ticket is on their bucket SLA will not work..
Please suggest me what we can do .