Hello All:
Please assist here. I am working on a project that is trying to calculate the mean time to detect and mean time to acknowledge.
We do not have a field that is calculating MTTA.
What is the best solution to calculate MTTA: (Incident status changed to in progress(How do I capture this metric; we only have the field changes timestamp?)) - (Opened Time)/# of open incidents
Also when calculating this does this have to be done on each individual ticket or can all the times be captured and subtracted from the opened time then divided by number of incidents.
Please help lol.
