In many instances, a customer calls into a call center for an issue. If it meets an SLA condition, the clock starts. Many customers have SLAs for First Response (Case), arrival and resolution. In many instances, Arrival KPI / SLA begins on first call, not when the Work Order is converted from a case (it would be when the case was logged). Example would be: some troubleshooting is performed remotely / over the phone. Nothing works so now we have to send a tech onsite. It would be great to have a optional function (turn on or off like a system setting): convert to work order with SLA - this means the timer on the case would stop, once converted to a WO, but the SLA on the Work Order would be inherited from the case itself, not start over.