Technician notes not counting as First Response

Technician notes not counting as First Response

Hi Team,

I've noticed that despite having the checkbox ticked for notes to count as First Response, the violation is still occurring:

Set correctly on backend:


Example ticket to test this - was responded to in 2 mins
Ticket showing violation: 
Time of response note: 
Edit screen showing required respond date.

Have I misunderstood the setting, working as intended or is there something else going on?

                New to ADSelfService Plus?