I'd like to apply that same concept to subsequent responses to existing requests.  E.g.

If SLA is 4 hour response during business hours

Ticket 1234 comes in on 9/1/2020 12pm

Ticket 1234 assigned to technician JSMITH at 3pm

Ticket 1234 technician response by JSMITH at 3:15pm

Ticket 1234 user reponse by 9/1/2020 at 3:30pm

Ticket 1234 technician response by JSMITH on 9/4/2020 at 9am

In this scenario, the technician meets the SLA for first response, but on the subsequent response, the technician has missed the SLA by 2 days.

If I could generate a report to measure the timing of response activity for a list of requests for a time frame, that would be helpful.