SLA Unassigned Configuration
I have been tasked with creating an SLA that if a ticket that comes in during normal business hours and isn't assigned to a user within 20 minutes that it gets escalated to a larger group of people. Seems pretty straightforward but I don't see anything in the SLA rules that allows me to pick "Assigned To" and "unassigned" as being able to be monitored. I have looked around online with little success. Any help here would be appreciated. Thanks in advance.