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 @Ignacio Alonso ,

I would always consider incident closed as this is where the incidents can't be reopened. But off course, the calculation is based on your specific needs.

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

Best regards

Anders

[AndersBGS]

Hi @Ignacio Alonso 

If my answer has helped with your question, please mark my answer as accepted solution

Best regards

Anders   

[alona3]

Hello,

I want to achieve this formula in PA but not sure how to apply it:

Total Sum of resolve time of P1 resolved incidents / Total Number of P1 resolved incidents

P1 incident 1 equals 32mins 
P1 incident 2 equals 34mins
Total 66 mins

66mins/2 equals 33mins MTTR

Can you help me?

Thanks,

Alona

[AndersBGS]

Hi @alona3 ,

Please create a new question in the community instead of replying to and old thread back from 2023.

[Jeya2013]

In PA oob we have average incident resolution report in that they have used formula like [[Summed duration of Resolved INCIDENTS.]] / [[Number of Resolved INCIDENTS ]]/ 24 this is exactly MTTR