First is Assigned Time:

Why is the Assigned time getting updated every time there is a status change made by the technician.  It results in the Resolved time and Assigned time being about 1 second apart in reporting.

Second is Responded time:

How is this calculated?  When does this get triggered.  We are having a hard time getting a good number of average response times when there are some tickets (Requests and Incidents) that calculate this while others do not.  I would like a better understanding of how Respond time is captured.  Also does anyone have a good understanding of the Average Response time report?

Thanks in advance.