Hi @Abishek1998 ,
Why would you leave out the "on hold" when talking about MTTR? Is it because you see it from a technical point of view and not a user point of view? Basically, a user doesn't care about the status - they just care about when did I report it and when was it resolved.
Nothing the less, if you still need to calculate it, you should have 1 automated indicator capturing the incident created --> Resolved capturing time duration. You should have another automated indicator capturing the time for same amount if incidents, but only capturing duration for state "on hold" - Metric definition can be utilized here. Lastly, you need a automated indicator capturing the amount of incidents.
At last, you will have one formula indicator with the calculation ((automated indicator 1 - automated indicator 2)/automated indicator 3)
