how to generate MTTR report for resolved period of time

[krishna_raju]

i need to generate the MTTR for incident created on last month.

So this report will show the INC's resolved period of time, as of now am able to generate the MTTR for Closed period of time.

Can anyone please suggest me any solutions? it will be much appreciated...

[Ian Kirby1]

Create a duration metric for the Opened to Resolved time. Then you'll be able to report on time to resolution (recovery).

Another way to approach it is to use Task Outage records for recording the outage time for a CI.

[krishna_raju]

Hi Ian Kirby,

Thank you so much for your reply..

Am new to servicenow, can you please explain me little bit more?

1)   which table from Servicenow i need to use to generate this report?   currently am using Incident & Incident Metric table to generate the report.

2)   Likewise please suggest me which type of report is suits for MTTR report ?

Sorry to bother you again.. Kindly please do the needful.

[Ian Kirby1]

The report will be on the incident metric view (a combination view of Incident and Metric Results). You will need to limit the results by the definition field (the metric definition) to limit the results to the metric you are interested in. A new metric definition will be required to measure your opened to resolved duration range.

[Theresa Hitch1]

I sort of have the same issue now It looks like I can use the MTRC00002 metric but I am not understanding how to find that metric information in the incident metric table. I need to create a multilevel pivot table showing the create to resolve duration and category and state. Please help.