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

Asif Zahoor
Tera Contributor

‎08-03-2023 09:39 AM

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:

Screenshot 2023-08-03 at 18.28.28.png

 

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

 

Appreciate your support! Thank you!

 

 

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎08-04-2023 07:06 AM

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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