I want the response time to also depend on when a ticket is assigned someone, is that possible?

[Jonas Olausson]

Assigning a ticket to someone is a clear signal that someone is working on the case. Quite often it is forgotten to add a comment manually to inform submitter and to stop the response time clock. The submitter should however not know who is assigned, just the fact that someone is.

[Fabian Lim]

Hi @Jonas Olausson

Welcome to community!

You can have the sla stop counting when the ticket is assigned from unassigned.  Link: https://confluence.atlassian.com/servicemanagementserver/setting-up-slas-939926373.html

[Jonas Olausson]

Thanks a lot!