how can we calculate the response time for an incident ?

[saig]

I want to fetch a report in which i need the response time taken for the incidents for a period of one month.I am trying to fetch it through the incident_sla table,but not getting appropriate filters for that.

Any help will be appreciated...

[williamsun]

This really depends on your setup but there is an out-of-the-box metric that calculates this I believe.

But first of all you need to define what is response time for you.   It needs to be measurable in events.   So maybe it could be the first time an incident is updated after it's creation, or is it when the incident is placed in Work in progress.

Either one, you then create a metric to measure this, or a business rule to trigger on this event and then you can populate the field.

[saig]

Hi William,

Actually i am an itil user,as an itil how can i create a metric definition.Yes i want the first response time for the incidents.Could you please let me know some filters or suggestions which i can ask admin to add so as to get the appropriate data?

[Suresh1]

Hi Saikiran,

Response of the incident can be acheived on incident_sla table only. Add the correct filter conditions like. "Created on Last Month". So you can get it.

Check the below Snap.

[dipam3]

Hi Suresh,

This wont display the response time of an incident:)