Are there future plans to add a response time SLA to the Incident section of Service Desk product?
I'm surprised this isn't already a feature as it's quite standard across the industry.
Neither. I need to set an SLA against the initial response to a ticket. So for example, a "Critical" ticket comes into Service desk at 1pm and I need to setup an SLA to respond through the ticket system within 1 hour.
Does that make sense?