PCHI is looking for a new SLA configuration method where they want the SLA clock to be reset to 48 hrs once a New information is received post packet comes out of wait

So if a user has put a packet o wait on Monday 5pm and new information is received on Monday 6pm, they have an SLA to work on that packet till Wednesday 6pm. If the packet goes on "In progress" between these time the SLA is met or else the SLA is not met

SLA configuration is applicable only for "TO DO" state and not for any other state. So technically a packet in "To do" state for more than 48 hrs has breached SLA