I am creating an SLA in which when the incident is placed on hold, and the assignment group is one of four groups in the incident management queue, the SLA should pause and should resume when the incident is move to in progress again.
Furthermore, when the assignment group changes from one of the four groups above to any other, the SLA should pause and should resume when the incident is reassigned to any of the four groups again.
My SLA apparently works well with a single group but when I try to expand it to contain all the four groups, it stops working as expected.
Please, can you advise me on how to create such an SLA?
Many thanks.
