First Response Time for Incidents

[#1]

Hi All,
For our team incident tickets are assigned by various users. At end of the week we need to pull a metrics report.

This report should have, within what time the incident was responded by our team i.e the first response time for that incident. We have an SLA to meet and without the first response time we are not able to find whether we have meet it or not for the tickets.

Please suggest an way of getting the first response time.

Regards,
Arun

[benn23]

So 'first response' is simply assigning a user to the ticket? If so, you could create an SLA that starts when a ticket is created and stops when the assigned_to field is valued.
Another option would be to create a metric definition to capture this. There's a database view that links the metric table with the incident table which you can report off of.

[carlosrlara]

I am looking for the same?

Does anyone have a snap shop of the metric definition for this ?

Any help is appreciated.

[Slava Savitsky]

What is your definition of the "first response time"?

[jigarpatel]

Hi all,

I am also in the same need.

I am service now user. Is there anyway to get it without creating SLA?

Jigar