The Queue Time That Resets the SLA Clock

8 tickets get transferred to a second department right at hour 23 of their 24-hour SLA, then resolved 3 hours later — measured from that last transfer, a comfortable 3-hour resolution. Measured from when the ticket actually opened, it took 26 hours, a real breach the current reporting can never see. 10 other tickets are also transferred, but early, as normal triage — their true duration is a clean 21 hours either way.