Hi All
We are trying to measure MTTR from the incident table and we would like this to show us the length of time an incident has been open minus any time it is on hold or in pause state.
We have been using the business duration field but this does not seem to be taking into account all time on hold. We have been told to use business elapsed time but this is not available on the incident table and therefore we would only be looking at incidents with SLA's associated and not all have in our world today so it would not capture everything nor can we drill down on ownership of the incident.
Any ideas as to the best field or fields we can use to work this out?
Thanks
Sally
