Report Average Time to Respond to Incident

[D-a-n_L]

I want to create a report (metrics) that will capture the time frame from when an incident (ticket) was created to the time it was responded to.

[anand-bhosle · Accepted solution]

Hello @D-a-n_L 

If you have the Service Level Management plugin:

1. Create a “First Response” SLA definition

   1. Go to Service Level Management → SLA Definitions → New

   2. Name: First Response

   3. Table: Incident [incident]

   4. Start condition: when Opened (record inserted)

   5. Stop condition: when Activity shows the first work note or the State changes to In Progress

   6. Target: whatever your response-time goal is (e.g. “2 hours”)

   7. Save.

2. Assign it to your buckets/priority so it attaches automatically to each new incident.

3. Report on the SLA

   • Go to Reports → Create

   • Source type Task SLA [task_sla]

   • Filter SLA definition = First Response

   • Display: choose Average of Actual Duration (or Percent Met if you want on-time %)

This gives you an out-of-the-box “time to first response” metric you can chart or tabulate.

Thanks & Regards

Anand

If I answered your question, please mark my response correct/helpful 

[AndersBGS · Accepted solution]

Hi @D-a-n_L ,

 on top of what @anand-bhosle already have explained, I would go for reporting through performance analytics if you have that available.

[anand-bhosle · Accepted solution]

Hello @D-a-n_L 

If you have the Service Level Management plugin:

1. Create a “First Response” SLA definition

   1. Go to Service Level Management → SLA Definitions → New

   2. Name: First Response

   3. Table: Incident [incident]

   4. Start condition: when Opened (record inserted)

   5. Stop condition: when Activity shows the first work note or the State changes to In Progress

   6. Target: whatever your response-time goal is (e.g. “2 hours”)

   7. Save.

2. Assign it to your buckets/priority so it attaches automatically to each new incident.

3. Report on the SLA

   • Go to Reports → Create

   • Source type Task SLA [task_sla]

   • Filter SLA definition = First Response

   • Display: choose Average of Actual Duration (or Percent Met if you want on-time %)

This gives you an out-of-the-box “time to first response” metric you can chart or tabulate.

Thanks & Regards

Anand

If I answered your question, please mark my response correct/helpful 

[AndersBGS · Accepted solution]

Hi @D-a-n_L ,

 on top of what @anand-bhosle already have explained, I would go for reporting through performance analytics if you have that available.

[Robert H · Accepted solution]

Hello @D-a-n_L ,

Please create your report on the Incident SLA [incident_sla] table with the filter SLA Definition.Target = Response.

The data looks like this:

To get the average response time you need to choose between the Actual elapsed time (calculated 24x7) or the Business elapsed time (calculated based on business hours). Then select the desired field in the Aggregate section of the Report Designer (may look different depending on the type of visualization).

Regards,

Robert