MTTR and MTTN

[#1]

Hi, looking for ideas if anyone has utilized the tool to calculate MTTR and MTTN.
Thanks,
Shilpi.

[Chris York]

You could also use the SLA module to setup Response Time SLA's. The Response time achieved is recorded with the SLA.

[#3]

Hi while working on the 'Business Resolve Time' and 'Business duration' I found out that these fields do not exclude the time duration for which the ticket was put on hold or one of the awaiting states. So if the ticket was open for 10 days and even if out of those 10 days for 6 days it was in 'awaiting user' state, still the outcome of this field would be 10 days and not 4 days. Thought of posting this finding as n FYI about these two fields.

This doesn't fit our requirement of MTTR, hence I would create a separate field and business rules to accurately calculate the MTTR.

[User139698]

Hi,
Does Resolve time take any 'Pending' time out of the calculation or is that something we need to define or 'tweek'.

Thanks,
brian

[User139698]

Does Resolve time take any 'Pending' time out of the calculation or is that something we need to define or 'tweek'.

Also, How can we take the default in seconds and display it in hours? Is there a way to do calculations on a field? Can a user do it or does an admin have to do it?

thanks,
brian

[tkmat87]

What fields is the tool using to calculate Resolve Time and Business Resolve Time? Date Submitted or Date Created? Date Completed or another date for the end? Is there a way to have the result in hours and minutes instead of seconds?

We need to calculate between submitted date and the date that the status is changed to Resolved.

Does anyone have a report that they could share?