Report to show how long ticket was unassigned before being assigned

[candace_wilson]

I am not seeing a way to make an SLA that calculates the time a ticket was created to assigned to an agent. I do not care about the ticket comments as we do not always comment when we assign a ticket. 

Is there a widget for this that I am maybe just missing? Thanks!

[Teja]

Hi @candace_wilson 

Welcome to Atlassian Community!

If you want to start the SLA only when the issue is assigned to the agents, you can configure the same in SLA conditions as shown below - 

Thanks,

Tejaswini

[candace_wilson]

Thank you! I will try this. I tried something similar but nothing is populating in the results. Fingers crossed this works.