Report to show expired MTTR

[TaianaR]

Good Morning,

I need help creating a report that shows all tickets that are about to exceed the MTTR.
Here is the example I started to create.
I would need everything that was opened since 03/03/2025, where the creation date is older than 3 days and the status is different from closed, resolved and canceled.
I was unable to create this query with the options I found in the wizard.
Can you help me?

Regards,

[larralapid]

1. What defines “expired MTTR”?

Usually, “expired MTTR” means the actual resolution time exceeded the target MTTR. If you’re using SLAs (like a “Resolve” SLA), expired MTTR means the SLA is breached.

2. Reporting on SLA Breach:

• Go to: Reports > Create New

• Table: Task SLA [task_sla]

• • SLA.name is Resolve (or your MTTR SLA name)

  • Has breached is true

  • Add any additional filters (e.g., task type is incident)

    Filter:

• Display fields like Task.Number, Task.Short Description, SLA.Name, Has breached

3. Reporting on Incident Resolution Time (Custom Calculation):

• Go to: Reports > Create New

• Table: Incident

• • Resolved is true

  • Add a filter: Resolution time > [your MTTR threshold in seconds/hours/days]

    Filter:

• If you don’t have a field for resolution duration, use a metric, formula field, or script

4. Advanced:

• For more complex needs, use SLA Engine, Metric Definition, or a Scripted Report.