MTTR (Mean Time to Resolution) Reporting

[ritzley]

Folks

I am looking for an effective MTTR report users may have created. If anyone has one and can provide me the method/fields I'd be extremely grateful.

Peter

[Bhavesh Jain1]

MTTR = (Sum of Business resolve duration of all incidents) / Total number of incidents

You will need to create a metrics and write this calculation.

Regards,

Bhavesh

http://www.igate.com

[tltoulson]

Hi Peter,

A simple solution is to report off of the Business Duration field.   The mark_resolved business rule on the incident table updates the Business Duration and the Business Resolve Time fields by calculating the duration between the opened and resolved dates.   Business Duration stores the value as a duration and Business Resolve Time stores the value as an integer representation of the number of seconds.

If you setup the report as follows, you should generate a nice trend line showing the average MTTR for all incidents resolved by the date they were resolved.

Please let us know if you need further assistance or if this doesn't meet your needs.

[ritzley]

Thanks guys - appreciate the help.

[rajeshgk1]

We are using Calgry and I do not see resolved trend field. What if I use work end field? Aprpeciate help.