Problem description

SLA
To check when an SLA start/pause/stopp, we need to compare the SLA settings with the ticket logs.
However, if changes are made to a ticket later, it is difficult to determine why the SLA was paused/stopped.

Example:

1. Create a SLA and set Finish condition: "Comment: For Customers."
2. Create a ticket and do comment "Reply to customer"
3. SLA stop
4. Change comment from "Add internal note"
5. The Uses cannot determine why the SLA is stopped.

Suggested solution

Provide a audit log for SLA start/pause/stop.