MTTR calculation

[anupabraham]

How can we calculate MTTR for all the assignment group for an incident during the resolution cycle.
I understand that we can calculate overall MTTR of an incident form the time it was created to resolved.

[AndersBGS]

Hi @anupabraham ,

Your requirement doesn't make sense, as there is only one MTTR for an incident - not single MTTR pr. assignment group for an incident. Please specify the business requirement according to what you're trying to achieve. 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[anupabraham]

Hi Anders,
Thank you for your response.
i understand MTTR if time taken for an incident from when it was created  till it was resolved 
Probably i am not putting the questing across correctly.

For example 
IF and incident in its resolution cycle mover from Assignment group A to B to C and then D where it was resolved at the end.
Now my requirement is to know, how much time did the incident spend in Assignment Group A,B,C and D.
Also was the SLA met at these assignment group as per set SLA.

Thank you
Anup

[AndersBGS · Accepted solution]

Hi @anupabraham ,

Allright, then you should look towards the plugin: SLA breakdown definition: 

https://docs.servicenow.com/bundle/xanadu-it-service-management/page/product/service-level-managemen...

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders