Question

Is the time when an employee takes over a request recorded, and is the response time counted from that moment?

Answer

The time of changing the responsible person is recorded in the request events. If by 'took over the request' it is meant assigning to an employee, this moment can be used for a separate metric.

Standard first response time according to SLA is counted from the moment the request is received, not from the employee's assignment. To count the response 'from the moment of taking over', you can save the date of assignment in an additional field using automation and calculate the required interval in your own report or script.

Before setting up, you need to define the rule: count from the first assignment or from each reassignment, and also consider only the public response or the internal comment as well. If the actual labor time is required, there is a separate timesheet for it.

Details: Event Codes in Swarmica · How to Track Custom Event Time? · Time Tracking for Request · SLA Policy Management