Measuring Initial Response time

Johnathan Herre
Kilo Contributor

I need a way to measure the initial response time of our incidents.  I would like for the initial response time to be when a technician assigns the incident to themselves.  What is the best practice for accomplishing this.  

1 REPLY 1

Jeff Currier
ServiceNow Employee
ServiceNow Employee

I believe incident response time is an out of the box calculated SLA so your can look at that metric.  For a more advanced example, you can look at this recent note about when work notes are first created.