Can time to mitigate be calculated from Incident End time - Incident Start time

[MayurChaudhari]

I want to create a report for calculating the time period from Incident Start time - Incident End time to to measure actual customer impact for client. 

How can I do that. Guide me please.

[Mark Manders]

You probably already have it in your metric definitions. But we are missing a lot of information. What do you define as incident start- and end time? The created and closed time stamps?

Also: did you already check the OOB indicators PA has, related to incident 'open' time? If those don't contain what you are looking for, the metrics are your go-to. Just check what is already there and if not to your liking, just create a new definition starting and ending on your conditions.

[MayurChaudhari]

I have checked the indicators but I did not find any related one. Start time is like when we opened the incident and end end time is like when incident gets closed or resolved. I dont have any clear idea about customer impact. If you have then please suggest me I will try to work accordingly.

[Dr Atul G- LNG]

Hi @MayurChaudhari 

I want to create a report for calculating the time period from Incident Start time - Incident End time to to measure actual customer impact for client. 

There is no straight way to do in reporting but PA can be helpful . But before that what is the definition of actual customer impact? How u measure this? via number of incident attached or CI crticallacity? Time difference you can get but actual impact , need a process clarification.

An incident which last long 5 mins but bring the whole system down, but an incident last long for 1 hr but only 1 region get impacted? This is actual impact.

[MayurChaudhari]

I am trying to do it in PA by creating an indicators but how can I calculate the time which takes between incident gets opened and incident gets closed or resolved? Is their any specific formula?