How we can calculate the engineer's productivity

[Jyoti Malhotra]

Hi Team,

How we can calculate the engineer's productivity on incident ticket.

In below screen shot User ITIL worked from 11:52:43 to 11:58:05. 

I want to calculate the all engineers productivity on ticket.

Thanks

JM

[Dr Atul G- LNG]

Hi @Jyoti Malhotra 

Practically there is no direct way to get this but you can try

- Timer Field on Incident form ( please explore more)

or 

Create a metric on Assigned To

and as soon as assigned to get change a new metric record will get created.

Then create a DB view with Incident and metric table

and then on basis of DB view you can get the time spent by an engineer.

[Jyoti Malhotra]

Hi Atul,

If I'm trying to create a metric, I'm not able to see this option "Calculation Type: Choose Change because you want to track when this field changes".

Thanks

JM

[Dr Atul G- LNG]

Hi @Jyoti Malhotra 

Here is OOTB metric

Also just to clear, this time includes everything, either a engineer worked or not but Incident has been assigned to him/her and till INC assigned to next user.

[jyotimalhot]

Hi Atul,

I'm trying to calculate the engineer's productivity with below metric script but it's not working.

Thanks

JM