Hello
Had a quick look about but couldnt find anything about this, quite simply we would like the SLA to triggers/ends when someone clicks the 'assigns to me' action or on the assignment that follows rather than simply entering a status or leaving the status. Our response levels are based on when someone is actually working on this issue not when its assigned to the group waiting for someone to pick it up.
The only other way around it is to have a load more 'other' statuses after the assignments.
Cheers of any help
Mark