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

[Mark Manders · Accepted solution]

You can just use the OOB 'assigned_to' metric definition. Copy it and set it to your own field.

Do know that it is very vague what you are trying to accomplish. Assigned_to is an OOB field, doing the same as your custom field. I feel you are creating a lot of technical debt on your instance without a good reason.

[Dr Atul G- LNG]

Hi @Jyoti Malhotra 

Sorry for delay in response. What i shared was OOTB and you can use that without any code. Hope that help you. 

[Jyoti Malhotra]

Hi Atul,

I'm trying to create Metric script for below requirement:

For example: First Engineer worked on one ticket for 10 minutes and after that Second Engineer worked on same ticket for 5 minutes, now again First Engineer worked for the same ticket for 10 minutes. For First Engineer duration timing should be show as total 20 minutes for that ticket.

Note: Previous work timings should also get added for engineers.

Thanks

JM

[Dr Atul G- LNG]

Hi @Jyoti Malhotra 

No that is not possible, that you need to do manually in excel sheet or when you create the report then group by Assigned TO. 

[Jyoti Malhotra]

Hi Atul,

With below Metric script I'm trying to capture the Engineer's start and end time as per ticket assignment and calculate the duration how much time spent by engineer on ticket.

if (current.u_ticket_handled_by) {

    createMetric();

}

function createMetric() {

    var mi = new MetricInstance(definition, current);

    // Get the previous assignment

    var prevAssignment = new GlideRecord('metric_instance');

    prevAssignment.addQuery('value', current.u_ticket_handled_by);

    prevAssignment.addQuery('task', current.sys_id);  // Assuming the task field links to the incident

    prevAssignment.orderByDesc('sys_created_on');

    prevAssignment.setLimit(1);

    prevAssignment.query();

    var gr = mi.getNewRecord();

        gr.start = current.sys_created_on;  // If it's the first assignment, use the ticket creation time

    gr.end = current.sys_updated_on;  // The time when the ticket was last updated

    gr.value = current.u_ticket_handled_by;

    // Calculate the duration in HH:MM:SS format

    gr.duration = gs.dateDiff(gr.start.getDisplayValue(), gr.end.getDisplayValue());

    gr.calculation_complete = true;

    gr.insert();

}

In the below screen shot for User 'USER ITIL' start time it's taking since when the incident created, but i want start time should be come as when ticket acknowledged by the User 'USER ITIL'   and end time should be come as when ticket assigned to next engineer 'USER'.  then for 'USER ITIL' duration should be capture for how much time 'USER ITIL'  worked on this ticket.

Thanks

JM