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

[tltoulson]

Hi Rajesh,

Is the Resolved (resolved_at) a GlideDateTime field?   Your field may not have received an update, I have encountered that in the past.   Work End may work but you need to make sure the field is being populated.

[Amey Bagwe1]

Hi Travis,m

Does the attached report seem correct for MTTR calculations ?

Thanks.

[tltoulson]

Hi Amey,

Yes, as far as I can tell that should give you a decent MTTR report.   One thing to watch out for, you are Trending by the Resolved time but your Filtering on Created time.   The result is that if you have any (hopefully very few if any ) incidents resolved in more than 3 months, they would not be included in the MTTR averages.   If you change your filter to Resolved at or after Last 3 Months then you will see a complete MTTR including the cans that get kicked down the road.

[Amey Bagwe1]

Thank you very much Travis. appreciate the response.

[Blaze2]

I know this is an old report, but try something like this.

Just manipulate to give you the fields you are looking for.