How to create a report to get mean resolution time

[Avinash16]

I need to create a report so that i could find the mean  resolution time for an incident

Example: when incident is opened at 8AM and is in progress till 8.30AM and is now put on hold till 10 AM and again changed to IN progress and resolved at 10.30AM. Now i want to calculate resolution time of incident excluding on hold time . so here my resolution time will be 1 hour(8-8.30 and 10-10.30). I tried using Business resolve time and resolve time but not worked.

[ersureshbe · Accepted solution]

Hi,

You should use 'metric_instance_list.do' to get the resolution time. If additional things required you customize as you expected.

Regards,

Suresh,