I have been trying to define SLA for a particular state of a ticket. It is something like this - I need a ticket to go through 3 states S1, S2 and S3 with SLA of each stage as 48, 24 and 8 hours respectively. I cannot find where to do this. I saw something similar being done in the following video - https://www.youtube.com/watch?v=sPv5bA5EOsA
Here you shall see there are predefined stages like L1 and L2. I want something like this but when i try to configure the SLA at my end, i get only 3 fields - first response, update and solution.
I have also attached the screen, I want something like the part highlighted in RED .
Can someone please guide me on how to do this.
Thanks