FIRST Response Calculation on Incident and sc_task.

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!