Updating fields Values in Incidents screen for MTTD and MTTR calculations

[Durga Prasad]

MTTD: Opened – Actual Start (First occurrence)  It is the difference between opened time and the Actual start of the incident.  But the caveat here is it may not be accurate at all times.  

MTTR: Resolved – Actual start.

The actual end is the repair time. It is after the incident resolution. MTTR is meant time to restore and that is calculated by taking into account the resolve time

To achieve this, we need to make the field “First occurrence” editable in the view screen of the incident. (For satisfying MTTD -> Created - The first occurrence)

And create a new custom field “Actual Resolved Time” (should be optional and editable) again in the view screen of the incident. This field should be auto-populated when a user resolves the ticket and as well as being editable user still can edit the field as he/she wishes. (For satisfying MTTR -> Resolved - Actual Resolved Time)