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

[carlosrlara]

What needed to done was create a new metric definition.

You then needed to create a new field (we named ours first response and it was a tick box)and script to capture if the change count on the incident table went from 0   to 1.

This metric definition, will capture any change to an incident, could be state change or hitting space in the short description field.

This is a very basic First Touch Metric

[jcraneNYC]

As benn23 above said, just do this with an SLA. When an incident is first created, it is probably in the New status and not assigned to anyone. Set the stop condition on your SLA to be when status changes to Work in Progress, or when assignment changes from empty to being assigned to someone.

[Michael Brady]

Looking for an update on this please? What did you do in terms of outcome and can you provide some screenshots of the fix you used to answer the original question please?