How is MTTA and MTTR measured when a reassignment to another team is required? Does the MTTA and MTTR reset for the incident once reassigned?
Example: Team a responds & potentially acknowledges in x (initial MTTA) but chooses to assign to another team (Team B). Does the MTTA reset and once the next Team B acknowledges they have the MTTA set against their team/service from the point at which the incident was raised to the point at which they acknowledged?
Hi Rob,
The MTTA and MTTR are currently calculated from the start of an incident until it is Acknowledged (by first acknowledgment) or Resolved. We do not currently calculate this if it is re-assigned after acknowledgement, as that time would be included in the MTTR.
We would recommend using the MTTE (Mean Time to Engage) which measures time from first user engagement to the last user engagement and/or MTTM (Mean Time to Mobilize) which is a measure of the time from incident creation to the last user engagement.
We’ve got more info on this in our Intelligent Dashboard docs.
Thanks,
Abbott Brannon
Team Lead East