Reporting MTTR in ITSM 7.6.4 from SRM?

[Richter, Howard (CEI - Atlanta)]

Hello all,

I am looking for a way to report MTTR of incidents with excluding the time for 
which it was in PENDING status.

I think that that data is held some place on an SLA form/field, however, I 
cannot find it.

This is because when you open the SLM Status details (from a closed incident) 
one of the fields displayed on the "Related Service Targets" from now says 
Completed Time (in this case just 21 minutes). However, on a open incident 
(that is in progress) it shows Time Until Due (in this case 165 hr and 49 min)

So I am asking:

One am I correct and this would give me the correct MTTR without time in 
pending?
Two anyone have an idea where this form/field is?

As always thanks,

Howard




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