Mean time to respond

[Scout]

Hi All,

New to the site. I'm not much of a reporting guru, but I get lucky sometimes.

I'm trying to find the MTR (Mean time to Respond) for some operators. I need to find the time between the ticket assigned to the group, to the time that someone populates the "assigned to", and takes ownership.

Any ideas?

[Tony Chatfield1]

Hi, some of this data could be available from out of the box metrics (at least for Incident) the rest may require that you add additional metrics of your own. You could also check SLA/OLA commitment data incase your organisation already monitors these as deliverables.

[Adam Stout]

It sounds like a new SLA to me... a minor variation on assignment.  Configuring an SLA would allow you to easily handle business hours (something always seems to come up) as well as resets (group changing) and anything else that gets thrown your way.  Report on SLAs is easy (there is a content pack for that).

[Waldo Lavaut1]

Hi @Adam Stout, creating a new SLA will allow us to measure future incidents but not past data right?

How can we put together a report to measure the average time to respond from when the ticket is opened until it is assigned to a technician?

Example: Average time to respond for the IT Help Desk team: 15 minutes 44 seconds.

I thought I could use the [incident_metric] table and take the Definition = Assigned to Duration to do this report but I can't find anything on that table that can tell me how long it took for an incident to be assigned to a technician from the moment it was created.

Appreciate your expert advice on how to create this kind of report to measure past data since we don't have an SLA defined for that. 

[Kev9]

You could create a metric definition using the state change from New to Work in Progress.

There is an OOTB Incident State Duration metric. You could use that and report on the Value as new.