Incident SLA and MTTR

[RC2]

How do I create a report that will get me a MTTR (mean time to resolution) for Incident Tickets? Would be for one ServiceNow assignment bin and for tickets after a specific date. 

[Logan Poynter]

Hello RC,

OOTB there is a Metric "Create to Resolve Duration" that you can use. Report on the incident_metric table using that definition (and whatever else) for conditions. Avg on the duration field. 

Please mark my answer as correct/helpful if it has helped you.

Thanks,
Logan

[Logan Poynter]

Hello,

Just checking if you still require some help with this. If not, would you mind marking my answer as correct/helpful so that it will be marked as solved for others who may share this question in the future? 

Please mark my answer as correct/helpful if it has helped you.

Thanks,
Logan

[RC2]

I can't get this to work. I need it for a specific set of Assignment Groups under one specific manager and I don't see a way to filter for that. Is there a way to filter the metric_instance table on specific assignment groups? 

[Logan Poynter]

Hello RC,

Yes, I realize I told you the wrong table in my original message. You would use the OOTB database view incident_metric which joins the necessary tables. Your condition would be "Definition is Create to Resolve Duration" and then you have access to Assignment Group from the incident table directly to report on. 

Please mark my answer as correct/helpful if it has helped you.

Thanks,
Logan
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