Help Required on Performance Analytics Report for MTTD Calculation

[mania]

Hi,

I have a requirement on performance analytics report

Metric:
MTTD (Mean Time to Detect) for P1 and P2 tickets using passive monitoring

Criteria:
Measure the time taken from New → Resolvedstate.

Goal:
15 minutes

Measurement:
Report the Minimum, Average, and Maximum (Min, Avg, Max) time taken for detection.

Type: Trend and weekly

MTTD = Ticket Creation Time minus Start Time of incident field. (Note : custome field: Start Time of incident)

I am new to this topic, so I would like to work on it using Performance Analytics reports in ServiceNow to better understand and learn the functionality.

Can someone please help on this, it would be helpful.

Thankyou in Advance!

[AndersBGS]

Hi @mania ,

If you are new to performance analytics, I would advise you to take the official training to start with. Otherwise, what is your current issue according to configuration?