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 

You are creating technical debt, better to do this calculation in an excel sheet.

[Jyoti Malhotra]

Hi Atul,

It means this requirement not possible via metric script ?

Thanks

JM

[Dr Atul G- LNG]

Hi @Jyoti Malhotra 

It is possible,  but to build this script and testing and verification will take more time than it can be done in excel sheet.

So avoid scripting.

[Jyoti Malhotra]

Hi Atul,

I can understand but we need this in snow.

I have tried like this below but its not getting previous user.

if (current.u_ticket_handled_by) {

    processMetric();

}

function processMetric() {

    var previousUser = getPreviousUser();

    if (previousUser) {

        endDuration(previousUser);

    }

    startDuration();

}

function getPreviousUser() {

    var prevUser = null;

    var gr = new GlideRecord('incident');

    if (gr.get(current.sys_id)) {

        prevUser = gr.getValue('u_ticket_handled_by');

    }

    return prevUser;

}

function endDuration(previousUser) {

    var gr = new GlideRecord('metric_instance');

    gr.addQuery('definition', '36f789a34700121004b69d2f316d4368');

    gr.addQuery('id', current.sys_id);

    gr.addQuery('value', previousUser); // Query by the previous user's name

    gr.addQuery('calculation_complete', false);

    gr.query();

    if (gr.next()) {

        gr.end = current.sys_updated_on;

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

        gr.calculation_complete = true;

        gr.update();

    }

}

function startDuration() {

    var mi = new MetricInstance(definition, current);

        var gr = mi.getNewRecord();

        gr.start = current.sys_updated_on;

        gr.value = current.u_ticket_handled_by;

        gr.calculation_complete = false;

        gr.insert();

}

 after updating the record 1st time  by giving name in u_ticket_handled_by field, this script will run its getting current user which is just now updated with some name in that field.

if we can get previous value, then we can check end duration function update it. otherwise it will create new one.

Thanks

JM

[Jyoti Malhotra]

Hi Atul,

it's not taking end time duration, we need the end field backend value.. so that it will get sorted.

Thanks

JM