If I set up an SLA with a (first) response due time, but I receive a ticket that does not require a response, I want for the team member to be able to clear the response due time so as to not trigger an SLA violation (tickets often stay open longer than the  response due timer).

I need for this field to remain editable for the agent as clearing is ad hoc, but I also need for a supervisor to be notified when an agent has triggered clearing the response due date for managing and reporting purposes.

I cannot immediately find a way to do this, do I have to look at a custom function solution?

TIA