We move issues between different SD projects and have added an SLA for Time for first response. On some issues, we are not seeing the Time to First Response on the issue at all. The time starts on issue creation, stops on comment to customer. The original project has the SLA but no goal. The project it is currently in has a goal.
Is the expected behaviors in this case documented somewhere? If it is looking at the SLA from the original project then I need to also understand what happens if the SLA on the first project is 30 min and the project it ends up in is 10 min which one is it going to measure by?
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