How we can calculate the engineer's productivity

Jyoti Malhotra · ‎08-18-2024

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 · ‎08-19-2024

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

View solution in original post

Jyoti Malhotra · ‎08-29-2024

Hi Atul,

While creating DB View what condition should I give in Where Clause. So that in report it will show the correct duration time as per engineer name.

Thanks

JM

Dr Atul G- LNG · ‎08-29-2024

Hi @Jyoti Malhotra

See this OOTB DB view

https://INSTANCENAME.service-now.com/now/nav/ui/classic/params/target/sys_db_view.do%3Fsys_id%3D2d722c6b0b01010100c3122d2939e03b%26sysparm_record_target%3Dsys_db_view%26sysparm_record_row%3D3%26sysparm_record_rows%3D12%26sysparm_record_list%3DnameCONTAINSmetric%255EORDERBYname

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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
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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Jyoti Malhotra · ‎08-29-2024

Hi Atul,

I created the DB View. While creating report I gave DB View table name and click on Run report. After click on Run unable to see any record in report.

Thanks

JM

Dr Atul G- LNG · ‎08-29-2024

Hi @Jyoti Malhotra

Are you able to see the data/results in DBView when you click on try. If you can see data then no issue with DB view else there is issue in DB view.

*************************************************************************************************************
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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Jyoti Malhotra · ‎08-29-2024

Hi Atul,

When I clicked on Try it. It's giving me the error.

The condition I provided in where clause is

Thanks

JM