It’s a MUST HAVE the SLA tool. We need to know if a ticket is inside the SLA or no so that we can work with the team to prioritize this ticket. Also this will be important to create a dashboard were we can see how many ticket had their SLA impacted. I’ve tried with workflow but it’s not the same, and if a ticket have more than one stage, the time the ticket stood on the stage 1 it’s not added to the next stage.