Reports for MTTR, TTR and Total time taken to close for incident table

[Sakshi Lambat]

How to prepare reports for the following:

1. MTTR (Mean Time To Repair)

2. TTR (Time to resolution)

3. Total time taken to close

for the incident table. Please help me.

[Community Alums]

Hi @Sakshi Lambat ,

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. 

The best option for you would be using performance analytics to create a trend for the MTTR and TTR.

Also, you can use the idea: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0793124

[Aniket Chavan]

Hello @Sakshi Lambat,

Please refer below links:

• MTTR (Mean Time to Resolution) Reporting
• Need a Query For Calculating Mean time to resolve by month

Mark ✅Correct if this solves your query and also mark 👍Helpful if you find my response worthy based on the impact.

Regards,
Aniket

[AndersBGS]

Hi @Sakshi Lambat ,

Those reports can be prepared through performance analytics, as you want to do some some in a formula indicator.

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

Best regards

Anders 

[Dr Atul G- LNG]

Hi @Sakshi Lambat 

As there are no direct way to calculate / build these reports.  As suggested by @AndersBGS  PA is best option or you can give try methods suggested by @Aniket Chavan  or @Community Alums .