Incident Management 7.0.03 patch 008
The SLA Responded (Response) field, ID 1000001296, on HPD:HelpDesk is a drop-down list with the possible values of Yes/No. There is no default value.
For the field SLA Responded, the trigger is the 'Reported Source' field. There is a backend form called 'SYS:Reported Source' and what can happen is that various reported sources can trigger this field to become unhidden. There is no direct tie-in with SLA, but this field can be integrated with SLM.
To prevent the SLA Responded field from triggering, set all of the SYS:Reported Source records to be: 'SLA Responded' = "Yes"
Any setting for this field to be "No" for the reported source record 'SYS:Reported Source' will cause the SLA Responded field to become unhidden.