Dashboards - what criteria is included in the "time to first response" graph ?

[Clémence Giraud-Charreyron]

Hello,

I want to highlight the time it takes for a "first response" to be done after a ticket switched to a particular status. Our team creates first a "draft" issue, them when they are sure that it's a bug, they set the status to "NEW".
I want to create a dashboard showing the average time between the moment the status is set to NEW, to the first "response" (ideally the first comment).

What does the "first response" include ? first comment? first modification of any field on the ticket ?

Thanks a lot for your help,

Clémence

[Lucas Modzelewski _Lumo_]

It depends on the configuration of the given SLA, you can find more details in SLA conditions section (I belive this is the defaul configuration):