question how to create a real mttr in ITSM forum

how to create a real mttr

Horacio Vanhout — Fri, 11 Nov 2022 18:22:26 GMT

Hello, is there someone who has been able to solve this problem?
I am using the "Incident State Duration" metric to obtain the time that each incident was in "In Progress", this is correct for incidents that passed through this state only once and I have no problems obtaining the average.
The problem appears when an incident or more go through the "In Progress" status twice, since when obtaining the average it is dividing it by the total number of incidents, since these are duplicates.

Re: how to create a real mttr

JP - Kyndryl — Sun, 13 Nov 2022 03:23:45 GMT

Hi Horacio,

The task table already contains 2 fields for what you need, calculated via the marked_resolved BR.

https://www.servicenow.com/community/it-service-management-forum/mttr-mean-time-to-resolution-reporting/m-p/859514

Re: how to create a real mttr

Horacio Vanhout — Mon, 14 Nov 2022 12:41:26 GMT

Hello Jp, how are you?
My client does not want to measure from open to closed, he wants to know how long the incident was in "in progress" status or the task in "Work in progress", the problem that I detect with the "metric Definition" is that if the incident or the task is in that state more than once, create a new record, multiplying the times that incident appears with the respective time, the problem is that by having multiple incidents, the total average of the assigned group is less than the corresponding one and is not real the metric that would be showing.
This can be seen in the attached image.
Anyway, thank you very much.

Regards.

Horacio.-.