Greetings
I created SLA and configured it as default for new cases, it is working perfectly, it measures the time that it took for our helpdesk officer to assign cases to their respective queues. Once the case has been assigned to a queue by our helpdesk officer, how do we apply the resolution SLA? I have resolution SLAs configured, so I want to apply them manually when we assign cases to Technicians so that we can measure the time it took them to resolve cases.