MTTN Calculation — Incident Task Assignment Not Populating MTTN on Parent Incident
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an hour ago
As part of the Major Incident Management implementation, we have a requirement to calculate MTTN (Mean Time to Notify) — the time between when the Major Incident group is assigned and when the first communication notification is sent by the MIM team.
How MTTN is Calculated:
- T1 — When the Incident or Incident Task assignment_group is first set to one of the two MIM groups ( Group A or Group B)
- T2 — When the first communication notification work note appears on the Incident, identified by subject line keywords such as Subject: Major, Subject: Incident Communication like this we have keywords
- Result — TTN = T2 minus T1, stored in a custom Duration field MTTN on the parent Incident record under the PIR tab
What We Have Achieved (Case 1 — Working):
When a Major Incident is raised and the assignment_group on the Incident is set to one of the MIM groups (proposed_on or promoted_on timestamps are used as T1), and the first communication notification is logged as a work note on the same incident — the MTTN is calculated correctly and populated in MTTN via a Business Rule on the incident table.
What We Are Facing (Case 2 — Not Working):
For ongoing P3/P4 incidents that do not go through the Proposed or Promoted state, the MIM team creates an Incident Task and assigns it to one of the MIM groups. The agent then sends the communication notification which gets logged as a work note on the parent Incident (not on the task).
In this case:
- T1 should be captured from sys_audit — when the assignment_group on the incident_task was assigned to one of the MIM groups
- T2 should be captured from sys_journal_field — first matching work note on the parent Incident after T1
- The result should be written to MTTN on the parent Incident
We have created a Business Rule on the incident_task table to handle this, but the field is not getting populated on the parent Incident record.
Additional Complexity — Which Comes First:
There is an additional scenario to handle — we need to determine which assignment happened first, either:
- The Incident itself was assigned to the MIM group first, OR
- The Incident Task was assigned to the MIM group first
Whichever assignment happened earliest should be treated as T1 for the MTTN calculation, to ensure accuracy.
Any suggestions or guidance would be greatly appreciated.
Thanks in advance!
