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If you want to set up an SLA for First Response Time, you could use the First Cycle method.

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To give you a better idea, selecting All Cycles for your Time to Resolution SLA would be a logical decision since you'd want to know how many days it took you to solve the issue. The All Cycles method would track the time from the issue’s creation to when it was resolved.

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You may ask – How is this different from the All Cycles method? Well, unlike the All Cycles method, the Largest Span also includes intermediary statuses. In this case, these are the Resolved/Closed statuses.

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