Hi Jorge,

You can track the SLA's ticket by using the SLA attribute Ticket group along with the SLA policy name. Regarding setting the SLA after the ticket is escalated is not possible as the SLA counts the interaction with the requester (most of the time customers). If you want to have a new first reply and resolution time metrics applied, a new ticket will need to be created for the new team.

Hi Rylan,

Since the Next reply time is the time between the oldest unanswered customer comment and the next public comment from an agent, displayed in minutes., you can use the attribute Requester wait time (min/hrs/days). That will measure the number of minutes a ticket spends in the New, Open, and On-hold statuses. This number is only measured after a ticket status is changed from New/Open/On-hold/Pending/Solved/Closed.

Rafael