I have the SLA grace period set on 3 hours. I would think that the agent has 3 hours to reply and it's done or the due time resets to 3 hours, but when the agent replies within 3 hours, the ticket goes overdue after all at the set 3 hours time from creation of the ticket.
Can I set it so that when the agent replies to the ticket for the first time, the ticket does not go overdue?
What I mainly want to achieve is that I can alert or make a condition so that new tickets that don't get answered within 3 hours, will get a big red flag (color/background, etc)
