Can you please share how MTTR(between sys_created_on and resolved_at) is calculated in incident?

[Dr Atul G- LNG]

Hi @neehas 

https://www.servicenow.com/community/itsm-forum/mttr-calculation-for-resolved-closed-ticket/m-p/5089...

[Community Alums]

To calculate MTTR (Mean Time to Resolve) in incidents, we look at the difference between the resolved_at and sys_created_on dates for each resolved incident, then take the average of those times. For example, you can use this small script to get it:

var gr = new GlideAggregate('incident');
gr.addNotNullQuery('resolved_at'); // only include resolved incidents
gr.addAggregate('AVG', 'date_diff(resolved_at, sys_created_on)');
gr.query();
if (gr.next()) {
  gs.print('MTTR in seconds: ' + gr.getAggregate('AVG', 'date_diff(resolved_at, sys_created_on)'));
}

[Ankur Bawiskar]

@neehas 

Please refer below links:

• MTTR (Mean Time to Resolution) Reporting
• Need a Query For Calculating Mean time to resolve by month

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