Incident Resolution Time (MTTR)(3.4.8)

This visual shows the full distribution of how long issues take to reach their first delivered resolution, from creation to the first closing status that counts as delivered under your organization's terminal-status settings (a MetaFrazo default reading of the status name applies until you configure one) — split into two cohorts: issues resolved without reopening, and issues that were reopened at least once before final resolution. Issues discarded or canceled without delivery are kept in the data with their own disposition and are not counted as resolutions.

Mean Time to Recovery (MTTR) maps directly to this view. The faster your team resolves issues and the tighter the distribution, the better your MTTR metric.

What you can conclude

• A wide distribution (large gap between median and P90) indicates inconsistent resolution — some issues are handled quickly while others drag on unpredictably.
• A large gap between the direct-resolution and reopened cohorts quantifies the cost of rework in days — useful for justifying process investment.
• A tight, left-skewed distribution for direct resolutions indicates a mature, consistent resolution process.

How this chart works

Histogram showing resolution time distribution split into direct-resolution and reopened-at-least-once cohorts. Shows median and P90 markers for each cohort.

Teams preparing a NIS2 review commonly bring the resolution-time distribution rather than a single average.