Greetings, thanks for the quick response.
The agent is assigned by assignment of the new owner.
My initial logic was that when creating the case this enters
the state ¨in queue¨, once someone from support opens it
changes the state to in progress (the time and date of initiation
is recorded), and once completed the state passes to ¨solved¨
(the time and date of solution is recorded), in this way I could
carry the analysis of response times, once the case is completed
it is closed by means of the action of the action ¨Save & close¨
that integrate the model driven app.
