Cause of the problem: The current issue arises from a request for the addition of new fields ("SLA First Response Met" and "SLA Resolution Plan Met") to the Next Ticket custom rules. This indicates a need for enhanced functionality in the Next Ticket feature to better track and manage service level agreements (SLAs). The request does not stem from a malfunction or error, but rather from a desire to improve the existing system capabilities.

Problem Solution: The solution involves evaluating the feasibility of adding the requested fields to the Next Ticket custom rules. This may include gathering requirements from the requester, assessing the technical implications of integrating these fields, and discussing potential modifications with the development team. Once confirmed, a timeline for implementation can be established, and the requester will be kept informed throughout the process.