Separate Internal SLA clock for L1/L2/L3 teams.

[hpotabatti]

Is your feature request related to a problem? Please describe.

Currently, because there is one single SLA, we are not sure if the L1 team fails on the SLA or the L2 team fails on the SLA.
Eg:
The L1 team attends any new ticket and correctly classifies it. If its any minor issue/query, they address it themselves and close the issue.
However, for any larger issue, they have to esclate the ticket to upper team(s) L2 or L3.
Now, in a few cases, it was observed that L1 team consumed majority of the SLA timing and then escalated to L2 leaving them with little to no time left on SLA clock. Hence the Resolution SLA on the ticket failed but the stats will blame L2 because the ticket was in their bucket. But ideally, the L1 should be to blame because of the delayed escalation.

Describe the solution you'd like

Eventhough the ticket may have a standard display SLA, it should be broken into different pieces for different teams.
Eg: If an issue type has a Response SLA of 2 HRs and Resolution SLA of 40 HRs, the Resolution SLA should be broken up as
Resolution L1 = 10Hrs, Resolution L2 = 30Hrs. Also the SLA status should be individually calculated.

Hence, we will know if the SLA failed on l1 or l2 and take necessary corrective and preventive actions.

Describe the alternatives you've considered

No response

Additional context

No response