Currently, the "Ticket open time" selection is set to when the user opens the web site and not when the user clicks on submit. The open time should be when the user clicks on the submit button and not when the open the web site. Here is a scenario. Client 1 opens the page but does not create the ticket. the have the page open for 20 minutes before submitting the ticket. The technician has an SLA with that client of 15 minutes for a first response. when the ticket comes in, it already shows that it is 20 minutes old and the technician has not met his SLA for that client. The Open Date needs to be when the user clicks on the submit button and not when they open the web page.
