Define and measure Time to Resolution (TTR)

Our current metrics do not measure the time it takes for us to resolve a ticket, commonly called Time to Resolution. Lacking this metric means that we are lacking visibility into the workload of the team for both incoming tickets and backlog.

I propose that we define how to measure TTR and then start measuring it so we have a baseline. The expectation is not to have this as a KPI or metric yet, but may become an area of focus in the future.

This issue is to start the discussion on how we define and measure TTR and is a first iteration in surfacing additional information that could be useful to the team.