Howard: I can tell you that we measure MTTR using the Business Hours Duration field from the Assignment Log form. But I can't tell you whether that value gets calculated excluding the time spent in Pending status or not. And you have to be a little careful with it, at least if you build your reports in Analytics. If you bring in any element with a many-to-one relationship to the ticket (such as Work Info or both resolution and response targets from SLM), it can end up incorrectly doubling the value for MTTR in your report.
Dunno if that helps you or not... Most of the data in the SLM portion of the incident ticket comes from SLM:Measurement. If what you are looking for exists specifically within SLM, it's probably in there somewhere. Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Reporting Specialist Albuquerque, NM USA nkst...@sandia.gov<mailto:nkst...@sandia.gov> ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta) Sent: Thursday, January 16, 2014 7:14 PM To: arslist@ARSLIST.ORG Subject: [EXTERNAL] Reporting MTTR in ITSM 7.6.4 from SRM? ** 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 [Description: Description: Description: Cox Enterprises, Inc]<http://www.coxenterprises.com/> Howard Richter, Remedy Administrator 6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524 Email = howard.rich...@coxinc.com<mailto:howard.rich...@coxinc.com> Office = 678.645.4633, Cell = 404.226.2745 Cox Innovation Agent (CIA) [Description: Description: http://innovation.coxenterprises.com/ideas/Badge%20Library/BadgeA-Md.png][Description: Description: http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Md.png]<http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Lg.png>[Description: Description: http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge50-Md.png]<http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge50-Lg.png> Submit your idea today for a chance to earn a badge and be entered into a monthly drawing for a $10 gift card. Submit your idea: http://innovation.coxenterprises.com/ideas View your badges: http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
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