How can I report on incident initial response times?

[lisawhimperley]

How can I report on incident response times?

I am looking to create a report which we can run every couple of months to review the initial response times for our different teams. 

Any advice on what conditions can be used if any?

By initial response: I mean first email back to the user to say we have picked up the incident and will get back to you asap.

And:

I mean; Once the incident is assigned to a team now long it takes for their first response to the user. 

Thanks,

Lisa

[Gaurav Bajaj]

Hi,

Ideally, people add up response SLA to their tickets to see if they have achieved it within the stipulated time or not.

This will also tell you how much business duration was elapsed while response SLA was achieved.

You can take make a report on task_sla table and figure out avg on the tickets along with their groups.

Thanks

Gaurav

[lisawhimperley]

Do I need a plugin for this please?

Thanks!

[Stewe Lundin]

Guessing that we are talking about incidents that are created automatically. 

We have something that we call first action, and that i set when the first action in the incident is performed. 

it can be for example;
Make a call back to customer, or send an email to a specific list, etc etc

And that action sets a time and date in a custom field and a date that we then compares with
sys_created_on and calculate the time difference.