Need to pull AVG response time for incident tickets.

[kiran115]

I need to get the Average response time for the incidents. I couldn't find any field that holds the value of the first response. Could anyone help me out to achieve it using performance analytics?

[Ankur Bawiskar]

@kiran115 

yes there is no field for this

what do you mean by average response time?

check these

Report on Average Response time and Resolution time

Report on incident Average response and resolution time

If my response helped please mark it correct and close the thread so that it benefits future readers.

[kiran115]

The mentioned links are incomplete. can you suggest any other

[Ankur Bawiskar]

@kiran115 

did you check the links I shared?

You will not get the complete solution but you might have to enhance it as per your requirement.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Anurag Tripathi]

Hi Kiran,

I believe you will have some SLA configured for response time, and you will need to report on that. 

Sample reports are shared by Ankur already.