Pause SLA Timers when a ticket is on hold

Add functionality that automatically pauses the SLA resolution timer when a ticket is placed in an On Hold status and resumes the timer when the ticket returns to an active status, such as In Progress.

This feature would help ensure that SLA measurements accurately reflect the time a support team is actively working on an issue. Tickets are often placed on hold while technicians wait for replacement parts, vendor assistance, requester information, approvals, or other external dependencies. During these periods, the resolution timer should not continue counting against the technician or support department.