how can we find out the total outage time involved in the resolution of an incident ?

[balvinders20608]

how can we find out the total outage time involved in the resolution of an incident ? i have an account where we need it find out the total availability of some critical applications and the only way is to use the outage time in an incident. Atm this is being done manually , so looking for some feature in service now through which we can calculate, or see the outage time involved in the incidents which are already resolved and closed.

I understand there is a create outage feature but is there any other way ? kindly guide ?

[AndersBGS]

Hi @balvinders20608 ,

I don't get your question. You're asking for "total outage time involved in an incident", but at the same time, you're asking if there is any other way other than create an outage? If you don't have an outage registered, where would you then store the outage duration? in which table? 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[balvinders20608]

Thanks for the response,

I am looking for a way to how to calculate the overall outage time of incidents, at the moment this is being done manually by calculating when an incident was created , less the on hold time, which is cumbersome. 

. Creation of an outage is an optional task that the teams do not do, so what is the other way we can track this ? hope this clarifies the question.? 

[balvinders20608]

Team does anyone know what the solution is  ?