Mean Time to Resolve: Multiple Events

The Mean Time to Resolve (MTTR): Multiple Events report provides you with a view of the average resolution time for events that occurred more than once during the life of the ticket over the selected time frame. This report determines our performance in resolving multiple occurrence events on your network.

A multiple occurrence event is an event where the outage happens more than once during the life of a ticket. For example, if a circuit goes down and Operations drives the outage to repair, that is a single event. If the circuit goes down and comes back up, then goes back down again, then comes back up, and so on, the outage is a multiple event.

The Mean Time to Resolve report is broken into Single event and Multiple events reports because the MTTR for tickets with multiple events is typically very different and actually lower than the MTTR for tickets with a single event.

Report Example:

To run a Mean Time to Resolve: Multiple Events report:

Select the Reports tab.
From the Available Reports categories, select Ticket Metrics > Mean Time to Resolve: Multiple Events.
By clicking on the drop-down calendars and selecting a date or by typing over the text in the date field, enter the date range for the report.

Select a summary interval to present in the report.
Click Continue.

NOTE: You will see a message screen that shows the time until the report results

are complete. To exit the results page and send the report to the Stored Reports

page for later viewing, click Send to Stored Reports.

When viewing the report, you will see a grid containing the following information:

Month (Week, Day) Closed
Mean for All Products (Managed and Non-Managed)
Mean for All Products (Managed)
Mean for All Products (Non-Managed)

NOTE: For ticket metrics, non-managed indicates the problem cause is outside of the security agreement (for example, power outage or equipment failure of equipment you manage).

To create a table with the mean time to notify by product family for the specific Month Closed that includes the selected date, click an entry in the Month (Week, Day) Closed column. The product family columns are:

IPT (P1-P6)
LAN
Security (Fault Event)
Security (Security Event)
Server
WAN

NOTES:

IPT (P1 - P6) indicates the priority level assigned to the IPT ticket event after a technician has evaluated it.
A Security Fault Event indicates a problem with the functioning of a security device. A Security Event indicates the security device is functioning normally and has identified potential security attacks that require investigation.

For information on different ways to display and/or print report output, see Report Options.