MTTR calculation by excluding onhold state

[Jeya priya]

MTTR calculation by excluding onhold state , OOB indicator having [[Summed duration of resolved incidents]] / [[Number of resolved incidents]]  its include onhold state so how to exclude and calculate MTTR 

[Ankur Bawiskar]

@Jeya priya 

see this link which talks about custom script, see if that helps you in calculation in your PA indicator

Create metric definition to calculate total time taken excluding on hold duration 

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[Jeya priya]

i will create a metric definition by excluding the onhold state , then how to calculate MTTR, via report or you saying to create a custom field to store the value

[Ankur Bawiskar]

@Jeya priya 

Please check that link and there is an approach

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[Kieran Anson]

Hi Jeya,

Rather than creating a new metric, have you considered using task_sla as your indicator? Assuming you have SLAs already, you can leverage the SLAs with a type of resolution to calculate the overall duration.