Could you please check out the below forum link ?
https://forums.manageengine.com/topic/time-taken-to-respond-and-time-taken-to-resolve
regards,
Rachana Apu
SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice
https://forums.manageengine.com/topic/time-taken-to-respond-and-time-taken-to-resolve
regards,
Rachana Apu
SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice