You are configuring a metric that should involve measuring the time between incident creation and the first response made to the incident. Which of the following should you choose for Start Date and End Date?

Question:

You are configuring a metric that should involve measuring the time between incident creation and the first response made to the incident. Which of the following should you choose for Start Date and End Date?

A. Required By
B. First Assigned Date
C. First Response Date
D. Created Date

Correct answers: C and D

A. Incorrect: Required By does not measure the incident creation date or when the incident is first responded to.
B. Incorrect: First Assigned Date is when the incident or service request is first assigned.
C. Correct: The First Response Date should be configured as the End Date for the metric.
D. Correct: The Created Date is when the incident is created. This should form the Start Date for the metric.