I created an SLA for critical issues that includes multiple device models, two of which are laptops and Chromebooks. This SLA will be assigned (by a rule) only when the laptop/Chromebook is in a broken or non-working state. In these cases, we want techs to issue a spare right away, which should pause the "Resolution Time" and start a custom metric called "Spare Return." When the spare is returned, this metric should pause and the Resolution Time should continue.
Here is the SLA I created, but for some reason it doesn't work as expected. I tried different things but nothing worked.
When I created a support ticket, the response was: “

Thank you for your patience as we looked into this further. It seems that while testing an SLA based on the "spare issued" condition was considered as a possible workaround, it unfortunately isn't functioning as expected in this case.
As for your request to measure SLA based on when the spare is returned, this isn’t currently supported as a standard option in the system. 

Although this isn't supported right now, I know our team would love to hear about any ideas and specific use cases you have in mind! Please head into the community to upvote and comment on this existing idea. Commenting and upvoting are one way to contribute to the community and see this idea cross the finish line!”

I find it really strange that the SLA custom metrics and their options (Spare Issued, Spare Currently Deployed) exist but don't function. It's not like it's a new idea—it seems like an implementation that was never fully developed or tested.

Any idea why? or is there a work around?!