MTTR Report based on time group was assigned

[Community Alums]

Good Afternoon,

I have been asked if it would be possible to build an MTTR report. However they are not looking to go from open to close. They are looking to go from the time the specific group was assigned. We do have a metric instance that tracks when assignment groups are assigned to an incident. Unfortunately I'm far from a reporting guru, our person who was that just left.

Any help in how to go about building this as a standard report, PA indicator or widget would be greatly appreciated.

[AndersBGS · Accepted solution]

Hi @Community Alums ,

If you are looking to see how much time single assignment groups have spend on the single incident, you should look at the SLA breakdown definition plugin: https://docs.servicenow.com/bundle/xanadu-it-service-management/page/product/service-level-management/reference/activate-sla-breakdowns-plugin.html

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

Best regards

Anders 

[Community Alums]

Anders,

Thank you I believe this will  help with obtaining the data we are looking for. Thank you