Hi @AndersBGS ,

Yes, the report should be on multiple records. 

Pause condition is below:

I need to generate a 2 reports using PA 'Mean time to resolve - Number of cases including on-hold duration' and 'Mean time to resolve - Number of cases excluding on-hold duration'.

I suppose this can be achieved by the below calculation.

1) MTTR(Excluding On hold time) = Sum of "Actual Duration" of the resolution SLA / Total number of cases

2) MTTR(Including On hold time) = Sum of "Actual duration + Pause duration" of the resolution SLA / Total number of cases

I wanted to know how to create the report using PA widget?

Thanks,

Sugand