Need help in achieving the Calculating Mean Time to Resolution using PA

[kiran115]

Create a PA report with the following requirements.

1. Identify the Duration: Determine the total time taken to resolve each incident. This includes the time from when the incident is reported until it is fully resolved.
2. Sum the Durations: Add up the resolution times for all incidents within a specific period.

Calculate the Average: Divide the total duration by the number of resolved incidents to get the average MTTR.

Is it possible to achieve this? If yes, could someone guide me through the steps to follow?

[AndersBGS]

Hi @kiran115 

1. Yes

2. The reason is, that one should SUM and the other should COUNT. Both can have same indicator source, but capture different.

3. The formula indicator is required to do the SUM / COUNT = MTTR.

[kiran115]

Hi @AndersBGS, 

As per our last conversation, I’ve created a total of three indicators and one indicator source. Out of the three indicators, two are automated and one is a formula-based indicator.

1. The first indicator retrieves all resolved incidents. I’ve configured it with the aggregation set to "Count," as shown below.

  2. Second indicator to get the sum of the duration between opened and resolved. Here I have selected aggregate as Sum and units as hours

3. One indicator source has been used for above two automated indicators. Here i have selected valid for frequency as monthly. Which is shown as below

4. Below is the Formula indicator

Next step is to create a widget and visualize. So I've created widget as below

The output I get is as below.

Below is the expected output i need to visualize.

Could you please review all my configurations and let me know where I might have made a mistake?

[AndersBGS]

Hi @kiran115 ,

Have you run a historical data collection? How have you set up your job?

[kiran115]

Yes i configured the historical job to get last one year data and ran the job.

[AndersBGS]

Hi @kiran115 ,

Have you looked at if scores is populated correctly on the automated indicator?