When changing an Incident service type e.g. due to a change in Incident priority, area or contact, the new service type SLA events do not take into account any time spent accumulating time when with the previous service type, i.e. the elapsed time (time not spent suspended or resolved).
We need the total for this accumulated time (elapsed time) to be subtracted from the new event fire times for the new allocated service type.
Idea is for the Service Desk be configurable in this manner
A full description of the requirement is available from the idea originator.