How we can calculate the engineer's productivity

Jyoti Malhotra
Tera Contributor

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.

 

JyotiMalhotra_0-1724049472770.png

 

Thanks

JM

1 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.


Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark

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32 REPLIES 32

Dr Atul G- LNG
Tera Patron
Tera Patron

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.

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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
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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

Hi @Jyoti Malhotra 

 

Here is OOTB metric

 

AGLearnNGrow_0-1724055721276.png

 

 

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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Hi Atul,


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

 

jyotimalhot_0-1724066371038.png

 

Thanks

JM