Can we configure calculating the response/resolution time from the moment of assigning a case assignee?

Question

Can we configure calculating the response/resolution time from the moment of assigning a case assignee (it is now calculated from the moment of registering a case)?

Answer

The date of calculation is performed at the moment of changing the Service in the onServiceItemChanged() method when a case is created. You can create a method that would process chaning of the Assignee and calculate the date, but make sure all the necessary fields are populated before that (in particular, the [Service] field).