Report to show expired MTTR

TaianaR
Tera Contributor

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,

1 REPLY 1

larralapid
Kilo Guru

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.