MTTR/Bug Resolution Time

This report starts by showing mean time to restore (MTTR), one of the four key DORA metrics.

However, MTTR has some limitations. First, the mean is probably not all you care about for issue resolution metrics. So, the report further shows P75TTR, P95TTR, and P99TTR metrics so you can see how long it takes to resolve issues in the worst case scenario.

Another thing that MTTR does not address is how long it takes to resolve lower-priority bugs that are not considered “outages” but are still important to fix within a reasonable time frame.

The table in the upper-left corner provides a full set of mean/p75/p95/p99 metrics broken down by bug priority level.

As a guardrail metric, this report also contains a scorecard for bug fix vs. find rate (BFFR). This ensures that average bug resolution times are not artificially inflated because the team just isn’t fixing bugs.

Next, the report contains historical charts showing the number of open bugs at the top two priority levels (OBP1 and OBP2). This can help to identify situations where resolution times increase because the team is overloaded with high-priority bugs.

Note that for this report, you can configure the name of the priority levels that are considered P1 and P2 by updating the “Ticket is P1 Priority” and “Ticket is P2 Priority” parameters.

The next chart shows the average bug backlog size (ABBS), which helps visualize trends in unfixed bugs so you can see whether they are burning down or expanding.

Finally, the report includes lists of the longest close times for specific bugs (LCTP1, LCTP2), as well as currently open bugs at the top two priority levels (OBP1, OBP2).

These tables make it easy to dig into particular issues that lead to long close times and actively track open issues to ensure they get a timely resolution.