Definition of first response on Sugar BPM? I read the documentation of the proccess definitions .bpm but how to adapt the handling of first response and SLA's..

Hi, I have a questions about case management and SLAs, summarised basically as "Can we achieve SLA tracking and reporting in Sugar similar to that offered by a product like JIRA (www.atlassian.com/jira) ?" Here is a little more context of what we want…