Generate Report using PA indicators

[sugand]

Hi,

Can anyone help how to generate the below report using PA indicators.

MTTR = (Sum of "Actual duration + Pause duration" of the resolution SLA / Total number of incidents)

Since I'm new to PA reports, need your assistance to achieve this. 

Thanks,

Sugand

[AndersBGS]

Hi @sugand ,

Where are you getting stuck? What is your issue according to your requirement?

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders 

[sugand]

Hi @AndersBGS ,

I have no clue where should I start with, which indicator should I create (Automated or Formula indicators)?
And how to add the 'Actual duration and Pause duration'?

Thanks,

Sugand

[AndersBGS]

Hi @sugand ,

Ok, you should create an indicator source based on the incident_sla database view with your defined conditions. Afterwards, you create two automated indicators (1 for sum of duration and 1 for count of incidents). last you create a formula indicator to create the calculation of your choice. 

If you have no prior experience with performance analytics, I would recommend you to take the NowLearning training: https://nowlearning.servicenow.com/lxp/en/pages/now-learning-get-certified?id=amap_detail&summary_id...

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders