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

[Jyoti Malhotra]

Hi Atul,

I created INC3933413 and checked. first i assigned ticket to User ITIL and then System Administrator. But in below screen shot few entries are coming with instead these 2 entries. 

Thanks

JM

[Dr Atul G- LNG]

Hi @Jyoti Malhotra 

every time the incident is assigned to to same user or another user a new line / record will be created in the metric table. 

[Jyoti Malhotra]

Hi Atul,

Got the point. While creating report I want to see the total time spent by an engineer for one ticket.

in below screen shot for Incident: INC3932688 System Administrator worked 2 times and showing 2 different entries. I want the sum of these 2 entries to be shown, total time spent by System Administrator is 3 Minutes for this ticket.

Thanks

JM

[Mark Manders]

Metrics will only calculate the time it has been assigned to a user, so not the time they worked on it. 

What you want requires a complete custom solution, because it's not available OOB. Even time card management uses different entries for working on a ticket by the same user as different entries, rolling up to a total spend by everyone on that one ticket.

Who gave you this requirement? It sounds like micro management to the fullest. Get back to whoever asked this from you and ask them what they need to know exactly and why, because it will take lots and lots of work and probably even custom tables to store all the data and you still need the agents to put in the values themselves.

[Dr Atul G- LNG]

Hi @Jyoti Malhotra 

That sum part, you need to create a report. You can create a DB view of metrics and Incidents and then use that DB view to create the report.