Our business now needs to report on the average time an incident sits in its triage state before being assigned to a support group. I have found the following article - How to calculate the "business time" of an incident - which shows how to calculate business time of an incident but I still cannot work out how to show triage time. It would basically need to calculate the time between creation and second assignment (the first assignment being the automatic one to the triage).
Could anyone advise?
Thanks in advance.