How to configure and track key metrics like MTTA and MTTR

[sugand]

Hi,

How to configure and track key metrics like MTTA (Mean Time to Acknowledge), MTTR (Mean Time to Resolution), Ticket Lifetime and MTTR / Ticket Lifetime excluding pending time.

How can we measure ticket lifetime minus pending time?

Can anyone guide on what has to be done to achieve;
1) Mean time to acknowledge (MTTA) on incidents & case
2) Mean time to Resolution (MTTR) including and excluding on-hold time (on incidents & case)

Thanks,
Sugand

[AndersBGS]

Hi @sugand ,

Ok, first of all, you need to have two SLA definitions. One that capture time including on-hold time, and one that capture time excluding on hold time.

Afterwards, you can create two indicator sources - one for the first SLA definition and second on the second SLA definition. Based on the indicator sources you should create 4 automated indicators sum of duration and count of entries on both SLAs. At last you should create two formula indicators, that does the calculation that you have described. 

Based on above, you can now have the MTTR excluding on hold time and MTTR including on hold time.

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

Best regards

Anders 

[sugand]

Thanks for your response. 

[AndersBGS]

Hi @sugand ,

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

Best regards

Anders 

[Dr Atul G- LNG]

Hi @sugand 

SLA / OLA is best option to track this. Try once and share feedback.