Hello There,

We would like to address a concern regarding the calculation of the first response time for tickets that are reassigned between groups with different coverage windows. 

Currently, when a ticket is reassigned to a group with a different coverage window, the first response time is recalculated from the ticket's creation time. This approach does not align with ITIL best practices. 

Ideally, the status of first response overdue should be flagged immediately once the ticket is acknowledged by the initial group, and this status should then be preserved, ensuring accurate tracking. 

To enhance our workflow and ensure compliance with ITIL processes, we request the following changes, 

• Once a ticket is acknowledged by the first group, the first response time should be frozen and captured, so that any subsequent reassignment to another group does not trigger a recalculation of the first response time.
• The overdue status for the first response should be flagged promptly once the ticket is acknowledged.