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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
Yes :). It'll give you better control as you can then be more granular in defining what is and isn't included in your MTTR KPI, without needing to manage a lengthy script. The logic is managed within each SLA resolution definition
so then shall i use this formula in task_sla table MTTR = ([MTTR - SLA Business Time (Sum)] / 3600000) / [MTTR - Count of Completed Resolution SLAs] give ur suggesstion
Yes :). It'll give you better control as you can then be more granular in defining what is and isn't included in your MTTR KPI, without needing to manage a lengthy script. The logic is managed within each SLA resolution definition
