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08-18-2024 11:41 PM
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
Solved! Go to Solution.
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08-19-2024 04:39 AM
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.
Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark
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08-19-2024 12:00 AM
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.
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
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08-19-2024 12:29 AM
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
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08-19-2024 01:22 AM
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.
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
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08-19-2024 04:21 AM
Hi Atul,
I'm trying to calculate the engineer's productivity with below metric script but it's not working.
Thanks
JM