Calculate Mean Time To Acknowledge (MTTA) and Mean Time To Resolve (MTTR)

Asif Zahoor · ‎08-03-2023

Good day fellow SNow!

I have a question on analytic reporting within SNOW.

We don't have SLA currently configured, but this said, how do I work out MTTA and MTTR of the Incidents logged so far?

For MTTR I have the following configured:

And I'm afraid I am at a loss on MTTA.

Appreciate your support! Thank you!

Dr Atul G- LNG · ‎08-04-2023

Hi @Asif Zahoor

Greetings!!

1st point, it's SN or ServiceNow not SNOW.

- Recommendation please configure SLA.

If you can provide MTTA & MTTR formula you are using , we can check / configure the report.

Please mark my answer helpful or solution accepted if it serves the purpose.

Regards

Atul G

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Dr. Atul G. - Learn N Grow Together
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