Why not use another status like "Waiting on technician" or "In Progress" , this way you will isolate this and you can use this for further logic like sending alerts or SLA based on this status like start the clock .
If i was to use "Waiting on technician", how could i have it create a new SLA each time it hit that status? Each time it goes into "Waiting on technician" i would need a 1 hour SLA to start. It would be easy enough to just update "Opened Date" with each customer reply but that make create other issues. Wish there was an easy way to change the source time of the SLA.
Maybe use a time-based workflow rule instead?
been too long a day to think about SLAs... will try to be more creative another day.
You can have separate SLA for waiting on technician. Set this as your SLA start clock status.
However the ay your are trying to utilize SLA may not give you expected results,the SLA is applied to whole record not based on status so basically as end user if I create say P1 the response time is 20 mins and say resolution is 4 hours. In this it may go to different statuses however need to be resolved in 4 hours and respond withing 20 mins.
If you are looking at just reminding staff that incident is due every withing an hour time is goes on waiting on technician, you can add custom alesrts and formula like time remaining so status go to waiting on technician, set say Respond by field to now()+ 60 mins
Also show how much time is elapse , send alerts.
SLA would be used to see over all status of record if we responded within that time or not.