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

[neehas710]

--> Create a field on incident form , field name : MTTR
And field type is : Time
--> When a incident is resolved , we need to caluculate the MTTR ( Mean time taken to Resolve)

Suppose a incident created at 14/03/2025 11:08:00AM

And Resolved at 14/03/2015 12:40:00PM

Mean time should populate : 48 minutes

[GlideFather]

Hi @neehas710

you have already created the MTTR field?

If som then go to system dictionary (right mouse button click) > system dictionary and there is "Calculated value" tab where you can write a script that would count this, but be careful to exclude non-working hours, weekends and holidays unless you want to have it in it..

[Dr Atul G- LNG]

Hi @neehas710 

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

[G Ponsekar]

Hi @neehas710 ,

Use below code in Server Script like Business rule, on before state changes to 'Resolved'

var duration = gs.dateDiff(current.sys_created_on.getDisplayValue(),current.resolved_at.getDisplayValue(),false);

current.setValue('u_mttr', new GlideDuration(duration)); // u_mttr should be duration type field

If I could help you with your Query then, please hit the Thumb Icon and mark as Correct !!

Thanks, GP