Does anybody kow how to reliably measure response times. ATM the only reports I can find displays the automatic system generated email (that acknowledges receipt of the request) as the response time. As it's only a second later it's not a suitable measure.

I'm still a little bit surprised that only resolution SLAs are being tracked, but maybe that's because nobody knows how to measure the response time.

I want to know when my technicians first added a note or a work log. An email from the system is not an acceptable response to the users.