I would like to setup an SLA for the time duration from the point that a ticket is saved to the point that an analyst picks up that ticket. Our SLA on this is so small, that every minute counts. If it takes 3 minutes to create the ticket, I do not want that 3 minutes to count against the analyst to whom the ticket is assigned. Therefore, I cannot use the Created date/time stamp, as that's the time that the ticket was created, not when it was saved. I have considered running an action when a ticket is saved, but I'm afraid that'll be updated EACH time the ticket is saved. And if that's true, then it wouldn't calculate properly.
Does anyone have a suggestion on how I might accomplish this?