Add capability to pause SLA/escalation countdown timer

The countdown timer feature relative to severity level is great. However, there are legitimate occasions that require the timer to be paused while waiting for information from the ticket originator. Not having this ability causes SLA measurements to be throw off if manual time entries are not recorded and/or explained.

Something as simple as a "chess clock" type on/off toggle would be great. Taking a step further, maybe place a red splash that says "Stopped" on the Issue page as a reminder.

Thanks for the consideration.

Greg