MTTR for requested item
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05-13-2025 07:38 AM
Hi All,
How to calculate MTTR for Requested items.
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05-13-2025 07:42 AM
Hi @BharatiK
MTTR is mainly applied to incidents since there is a single record, making it easy to calculate from creation to resolution. However, in the case of Requests or RITMs, it’s not as straightforward. RITMs depend on SCTasks, and each task has its own SLA and due date, which can impact the MTTR of the RITM.
https://www.servicenow.com/community/incident-management-forum/mttr-calculation/m-p/2820916
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Dr. Atul G. - Learn N Grow Together
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****************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
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