Performance analytice to calculate mttr

[Abishek1998]

Hi all,

I need to create a dashboard which is not a big issue. But the thing is while calculating the MTTR (mean time to resolve) for incidents, the onhold time shouldn't get involved. The normal report does not have the option to include this functionality, How do I approach this. This should apply for the previous incidents also.

[Dr Atul G- LNG]

Hi @Abishek1998 

Even in Performance Analytics (PA), you need to write logic for this. Alternatively, you can create a report on the Task SLA table and use the SLA time field for this purpose.