ITIL Respons SLA's

[Gary]

Good Morning

I would be grateful if somebody could confirm the correct operation of
the following operation.

A Service Desk call is assigned to Support Person A who responds to
the call; the Response SLA is marked as Met.
For whatever reason, the call is reassignerd to Support Person B; the
Response SLA is then immediately set to In Progress.

This is what happens with the software we are using; is this the
correct sequence of events, and, if so, could somebody please advise
where this is detailed in the ITIL manuals

Many thanks