FIRST Response Calculation on Incident and sc_task.

[RamDhangar]

Hi All,

Greetings!

I have one requirement where i need to calculate FIRST RESPONSE TIME (FLR) of incident and sc_task is there any other way can get this information? 

Consideration: SLA is configured for incidents and tasks.

if someone updates worknotes, send an acknowledgment email to the end user that should be consider as FLR for this incident and task.

Help me to achieve this scenario.

Thank you in advance!

[Mark Manders]

What isn't working? If you have the SLAs configured, you should already have them? The response SLA (business elapsed time) should be showing you the first response time, based on how you have defined the first response. 

[RamDhangar]

Thanks, Mark,

for the quick help, i was looking for First Level Response as a custom field. which gives me FLR if SLA is not configured for another task, like SC_Task.

I quite agreed with you point if we have SLA configured for incident we will get Business Elapsed Time as FLR But what about for those Task or request where SLA is not there I have to get there respective FLR  help me this is information.

[Mark Manders]

First Response often only matters when there are agreements on the response time (like with an SLA). If you have any other reason for knowing this, you still have to define the definition of 'first response'. 
Having a custom field for this on task level and putting a flow behind it that updates that field on an update from an agent, could be one way to go, but you should really (re)consider the requirement itself. What will this customization resolve? Is it that important to know the first response on a task that is not subject to a service level?

[Uncle Rob]

I'd strongly recommend not adding the field to the Task table.  If the field was important enough to add as its own property I'd simply make the same field in whatever tables absolutely needed it.

As it stands... I THINK you can do this exclusively with SLAs.
(PDI is down so I need some time to validate).
A stop condition that looks for a change in work_notes would fit the bill nicely.