osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now
I figure 'Response Time' would be the diff between date(created) -date(firstresponse).
But all of my values show '0.0' or blank.
So I went and created a new ticket and reset all the date values in the ticket, ticket_thread, and ticket_event to a month earlier before actually responding to the ticket, but that didn't affect anything but 'Service Time'
I get some numbers when I modify ajax.reports.php to do a datediff(b2.created,t2.created) ....but it's still not accurate...