Good afternoon,
It's probably something I should have looked into sooner, but has anyone else got this issue? It seems that on all of our tickets, if it is logged with a catalog item, the response timer refuses to start.
I've noticed that in particular recent tickets raised without a catalog item (before I forced the analysts to choose one as part of the progressive capture), we get values in the "Request_Respond_By", "Request_Response_Time", and "Within_Response_time" in the h_itsm_requests table.