Update issue with time to acknowledge metric for incidents
Update issue with time to acknowledge metric for incidents
Your incidents hit In Progress with no acknowledgment timestamp, creating triage blind spots. Support leads gain accurate hh:mm durations so they can prioritize and report on SLAs same day.
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Overview
When incidents move to In Progress without an acknowledgment time, triage and SLA reporting become guesswork. This flow computes and writes a clear hh:mm time-to-acknowledge to each issue, giving your support leads reliable SLA metrics for same-day prioritization and reporting.