Good day!
I am having trouble in making these SLA response reports for incidents. Hope someone can help me.
Team A (A1,A2) - assignment grpA
Team B (B1,B2) - assignment grpB
.
Team Z (Z1,Z2) - assignment grp Z
.
1) SLA Response time for incidents 1st acknowledged by anyone from Team A that is resolved by anyone from any other team
2) SLA Response time for incidents 1st acknowledged by a member of Team A and is resolved by another member of Team A
in essence, I want to get the instance when the incidents when they were changed from New to In Progress
