Incident Average Time to Acknowledge

[Tony Williams1]

I have been tasked to create a report that shows the Average time it took the NOC to acknowledge an Incident (state change to In Progress). 

I've tried to use the "Incident SLA" table & the "Metric Incident" tables and the report returns No data to display.

Does anyone have any suggestions on the appropriate conditions to apply?

[Mark Manders]

Do you have an SLA that runs on the 'in progress' state? 

If not: do you have metrics running on the state of the incident, including stopping on 'in progress'? If not, you need to create either the SLA or the metric (and in both cases: this will start working after implementing, not for records from the past). 

[Robbie]

Hi @Tony Williams1,

This is very easily achieved either via SLA or Metrics.

Based on the using the SLA, you don't actually need to go into the 'Reports' module for this, you can simply navigate to the SLA records and configure a few quick things as below:

This is a List view of the SLA records (the 'task_sla' table) - it's important you perform this on the task_sla table if using SLA's to measure this.

Navigate to the task_sla table and filter the records accordingly - Eg -SLA Definition = the name of your SLA that starts and stops as you require.

Hover your mouse pointer on the list header to average by - eg: Business elapsed time, right click and choose Personalize > List Calculations and you'll have the option to do averaging, totaling, etc. Select the 'Average value' and click ok. You'll see the below:

(This is based on an SLA on my Instance called: Assigned and In Progress - ACME Support)

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Helpful.

Thanks, Robbie

[Tony Williams1 · Accepted solution]

I was able to remove it through Table Cleaner.

[Robbie]

Hi @Tony Williams1,

Not sure if your last post was for a different question.... 

How did you get on with the report? Did my response below help at all?

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Helpful.

Thanks, Robbie