First response time is not being captured on CaseDescriptionEven when the case has received a response, the first response time is not being recordedCauseConditions for Business Rule "First Response Time" are not metResolutionBelow business Rule is populating "First Response Time" on "sn_customerservice_case" table. Name: Set First Response TimeURL: https://<your-instance>.service-now.com/nav_to.do?uri=sys_script.do?sys_id=a9f63a34d70331004f1e82285e610382 Business rule conditions on "When to Run" section: [First Response time] [is] [empty] AND [Additional comments] [changes] OR [Close note] [is] [not empty] AND [State] [is] [Awaiting Info] OR [State] [is] [Resolved] Even if the Case is responded, it should satisfy the above conditions to populate "First Response Time" field.