MTTR calculation for incident open and closed tickets

[Mani60]

Hello All,

I am looking for calculating the MTTR value for Open and Closed incident. I did know how to calculate MTTR on incident table so could you please help me on this to get the proper solution .

Thanks,

[AndersBGS]

Hi @Mani60 ,

I would recommend you to utilize performance analytics to create a trend for the MTTR. 

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

Best regards

Anders

[Mani60]

Hi @AndersBGS Thanks for reply

here is the requirement to  Calculate MTTR value in incident table list view, so i have created one MTTR field and add to this field on incident table list view but i didn't know how to calculate MTTR value, so could you please help me on this.

Thanks

[AndersBGS]

Hi @Mani60 ,

You can't really calculate a MTTR in a list view, as list view is a view of every single incident, and MTTR is a "mean time to resolve". In general you instead need a group of incident e.g. "incidents resolved last month2", where you do the calculation "sum of resolution time  / count of incidents" = MTTR for that particular month. 

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

Best regards

Anders

[Ignacio Alonso]

Hello, when you say "MTTR for that particular month", Are you considering the INCIDENTs resolved, closed or opened during this month?