Hi @Adam Stout, creating a new SLA will allow us to measure future incidents but not past data right?

How can we put together a report to measure the average time to respond from when the ticket is opened until it is assigned to a technician?

Example: Average time to respond for the IT Help Desk team: 15 minutes 44 seconds.

I thought I could use the [incident_metric] table and take the Definition = Assigned to Duration to do this report but I can't find anything on that table that can tell me how long it took for an incident to be assigned to a technician from the moment it was created.

Appreciate your expert advice on how to create this kind of report to measure past data since we don't have an SLA defined for that.