Report on resolution time

[osvaldo2]

New management came into the job and they wanted to see how incident, request, and change resolution time has changed. First ticket update all the way to closed before say like before 3 months ago and how it has changed from 3 months ago  moving forward. I might be overlooking this but any ideas would be greatly appreciated?

[osvaldo2]

I was trying to report on this metric

[Adam Stout · Accepted solution]

You probably want to report on the incident_metric view.

[mhanczuk]

If you want to compare time between ticket creation and closure you can try with Formula indicator method "Get change of the specified indicator"

Example on incidents table:

1. Create monthly indicator source that will collect all incidents resolved this month (Source : "Incidents" filter on "Resolved on This Month"

2. Create indicator "Incidents Resolved" that will do the count of Incidents from Indicator source

3. Create indicator "Incident Resolution Time SUM" that will do the sum of time resolved. In calculation instead of formula use below OOTB script (Incident.ResolveTime.Hours) :

var diff=function(x,y){return y.dateNumericValue() - x.dateNumericValue();};
var hours=function(x,y){return diff(x,y)/(60*60*1000);};
hours(current.opened_at, current.resolved_at);

4. Create Formula Indicator "Incident MTTR" with below formula:

[[Incident Resolution Time]]/[[Incident Resolution Time SUM]]

5. [This one i did not test  yet] Create Final Formula to for resolution time reduction "Incident MTTR Change Comparing to 3 months ago":

var vEndDate = score_start;

var vStartDate = vEndDate.addmonths(-3);

pa.getChangePercentage($[[Incident MTTR]], vStartDate, vEndDate);