Perhaps we aren't using the SLA feature as rigidly as you are. We have an initial SLA set at 48 hours, with the goal of resolving the issue within that time. However we live in the real world and realize that this isn't always going to happen.After the initial 48 hours, the SLA then serves as a reminder that the ticket still needs something done to it. Perhaps we are waiting for the user to respond to something, or we are waiting for something that needed to be ordered to resolve the issue. So at that point, we adjust the priority if necessary, and for us the Due Date really turns into a "Do" Date, reminding us that we still need to "Do" something with that ticket. Whether it be following up with the user to keep them informed on where we are with the process, or to remind them we are still waiting on a response from them, or to track the item that was ordered, etc.For us there is no need for a ticket to sit flagged as Over Due simply because we were unable to resolve it within the 48 hour goal, and resetting the Due(Do) Date for another day or two or however long, then prompts us to take further action with another alert when that new date rolls around, even if that action is to simply communicate with the user so they know what is going on.