I have a question regarding "first response violations".  How are they recorded/tracking in Service Desk Plus?  Here is our scenario:

1.  Technician creates ticket for support request he's already addressed.
2.  Technician resolves/closes ticket almost instantly (well within 1 hour window).
3.  Request later shows as a first response violation.

So is this triggered because we're not interacting with the user (or in some cases the incident is created by and "requested" by the technician) before closing it?

Additionally, a user will put in a help request, we'll pick it up within minutes of it being received, and it will later show as having the first response violated.  Even if it's been resolved or assigned to a technician before the hour window for our SLA with first responses.

Should we be interacting with the requester/user via the help desk system within in the first hour to guarantee that the first response SLA isn't violated? 

Thank you in advance for your help!