stop escalation time.

[kenmurimi]

i set my tickets to pending only when i am waiting for some information from my customers, since i will start working on the ticket only when i get the feedback from them, i want to stop the escalation time i.e update time response time and solution time until i get the ticket from that state when the escalation time should continue conting.

i also added another state resolved and i want to stop the escalation time once i put a ticket on this state.

thanks in advance