For Problem SLA - which column do i need to add in order to determine the duration or turn around time (TAT) for the problem record means the duration of the time taken from Opened until Completed.
Table used is Problem_SLA.
Hi
No problem, you may want to explore "Problem - Create to Resolve Duration" metrics for your purpose as needed (please see link below).
https://<your instance>/nav_to.do?uri=metric_definition.do?sys_id=e950c339c0a80a8b00bf711eebbc5b1e
You can report on "problem_metric" view but note that this gets executed only upon resolution / closure of PRB record (see below a sample illustration).
Please mark my response as correct or helpful as applicable.
Thanks,
Arav
