Join the #BuildWithBuildAgent Challenge! Get recognized, earn exclusive swag, and inspire the ServiceNow Community with what you can build using Build Agent. Join the Challenge.
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.
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.
