Example: Email comes in from customer and generates a request with an SLA of 20 minutes.  The first line team have 20 minutes to resolve the issue then it is passed to the second line team who have 40 minutes to complete their work.

I have set up a business rule that should change the SLA to the second line SLA when the group is changed to "second line" but the rule does not work.  I have to go into the request and manually change the SLA.

Are there any fixes?

Regards