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how to extract MTTD and MTTR in Servicenow

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Belle1
Tera Contributor

‎04-10-2019 01:57 AM

how to extract MTTD and MTTR in Servicenow

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Aaron Munoz
Tera Guru

‎04-16-2019 11:05 PM

Out of box there is a metric definition for the incident table called "Create to Resolve Duration" which measures how long it took for an incident to go from creation date/time to the moment it was marked as resolved.

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Aaron Munoz
Tera Guru
In response to Sylvia2

‎04-23-2019 01:57 PM

Both metrics and reports are a baseline functionality, independent of Performance Analytics, so you don't need to be fully licensed.

Here is information on how to create metrics if the out-of-box metrics are not enough for you:

https://docs.servicenow.com/bundle/london-platform-administration/page/use/reporting/task/create-met...

And how to create reports from any table, including metric instances:

https://docs.servicenow.com/bundle/london-performance-analytics-and-reporting/page/use/reporting/tas...