MTTR calculation for resolved/closed ticket

Manish2 · ‎10-06-2019

Hello Team,

Hello,

I am looking for calculating the MTTR value for resolved/Closed incident. Let say i have pulled the count of total resolved/closed ticket for a particular group now how to calculate the MTTR value.I don't want to create the MTTR report just need the value , i need to populate this value only.

I have tried to calculate this from task_sla table.

In the below code pulling the incident and passing the incident sys_id in the task_sla table and filtering only resolution SLA. But i am not able to find out why i am not getting the value of business duration.

Please suggest.

var result = 0;
var gr = new GlideRecord('incident');
var querystring3="caller_id=1bcd25cbdb9b1300973056d6dc96191b^sys_created_on>javascript:gs.dateGenerate('2018-12-14','23:59:59')^assignment_group=989e415ddb77fa403eb17e400f9619ba^state=6^ORstate=7";
gr.addEncodedQuery(querystring3);
gr.query();
var count3 =0;
count3=gr.getRowCount();
gs.print("Count"+count3);
while(gr.next())
{
var gr1= new GlideRecord('task_sla');
gr1.addQuery('task','gr.sys_id');
gr1.addEncodedQuery("slaLIKEResolution");
gr1.query();
result += gr1.business_duration;
gs.print("number"+gr.number);
gs.print("Result"+result);
}

Thanks,

Manish

Manish2 · ‎10-07-2019

Thanks Tony for your input.

This code seems to be working fine.

var result=0;
var days = 0;
var second=0;
var mttr=0;
var myDate = gs.nowDateTime();
var gr = new GlideRecord('incident');
var querystring3="caller_id=1bcd25cbdb9b1300973056d6dc96191b^sys_created_on>javascript:gs.dateGenerate('2018-12-14','23:59:59')^assignment_group=989e415ddb77fa403eb17e400f9619ba^state=6^ORstate=7";
gr.addEncodedQuery(querystring3);
gr.query();
var count3 =0;
count3=gr.getRowCount();
gs.print("Count"+count3);
while(gr.next())
{
var gr1= new GlideRecord('task_sla');
gr1.addQuery('task',gr.sys_id);
gr1.addEncodedQuery("slaLIKEEurostar_Resolution");
gr1.query();
while(gr1.next()){
myDate = gr1.business_duration;
var gdt1 = new GlideDateTime(myDate);
var epoch = gdt1.getNumericValue();
result +=epoch;
second=result/1000;
hours=second/3600;
mttr=hours/count3;
gs.print("number"+gr.number);
}
}
gs.print("Result"+result);
gs.print("Second"+second);
gs.print("hours"+hours);
gs.print("MTTR hours"+mttr);

View solution in original post

Tony Chatfield1 · ‎10-06-2019

Hi, I think you have gr.sys_id in quotes making it a string and not a reference.

Manish2 · ‎10-06-2019

Hi Tony,

Thanks for response.

Not sure how to pass this value as reference in add query (gr1.addQuery('task','gr.sys_id');) as task is using the sys_id of the ticket.

Thanks,

Manish

Manish2 · ‎10-06-2019

Hello Tony,

When i am printing the gr.sys_id then getting the sys_id of the incident not sure why it's not taking in the gr1.addQuery('task',gr.sys_id) as a output of business duration of incident.

gr1.addQuery('task',gr.sys_id);
gs.print("number"+gr.sys_id);

Thanks,

Manish

Omkar Mone · ‎10-07-2019

Hi Manish,

Below link should help you -

https://snipit.io/public/lists/3664/10893

Tony Chatfield1 · ‎10-07-2019

Hi Manish,

gs.print("number"+gr.sys_id); is correct - you are referencing the value gr.sys_id
but the code you posted shows quotes for gr1.addQuery('task','gr.sys_id');

The quotes used make this a string 'gr.sys_id', not a reference
and you need to remove them so that it's a reference IE gr1.addQuery('task', gr.sys_id);