Does Service NOW record the date when an incident (incident table) or a task (sc_task table) is assigned to an 'assignee'?

[Mike Rivney]

Hi, 

For tickets (either incidents or catalog tasks (we call them requests)) is there a date field on the ticket that is set when it is assigned to an employee user id, re:  assignee?  There are two ‘open’ date fields, for both types of tickets.  These are the open and created fields which I believe are set when the ticket is assigned to a group (we call them assignment groups)  They’re basically the same, where the date is the same but the time may or may not be the same, usually up to a few hours off.  The reason I ask is for calculating the MTTR on the ticket.  Some of our team members, who manage SNOW assignment groups, might not assign the ticket to a fellow team member for a few days or more after the ticket is initially created and assigned to a group (assignment group).  We would like to calculate a cleaner/more precise MTTR if possible, which would not include the time it sat unassigned.

Note, I’ve seen some other date fields, re:  Actual Start and Actual End.  But they’re used only for requests (by my company) plus they’re set by the assignee and thus may be left empty.  

Thanks, Mike.

[Mike Rivney]

I guess the SLAs and MTTR would have to be ignored for the big pot of tickets.  So, maybe this idea is not doable after all.