How we can calculate the engineer's productivity

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Jyoti Malhotra
Tera Contributor

‎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.

 

JyotiMalhotra_0-1724049472770.png

 

Thanks

JM

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Mark Manders
Mega Patron
In response to jyotimalhot

‎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.


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Dr Atul G- LNG
Tera Patron
Tera Patron
In response to Jyoti Malhotra

‎08-29-2024 02:53 AM

Hi @Jyoti Malhotra 

 

Something wrong with the database view where clause, please check OOTB and try. better user insert and stay in OOTB and make changes.

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Mark Manders
Mega Patron
In response to Jyoti Malhotra

‎08-20-2024 07:14 AM

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.


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Mark Manders
Mega Patron

‎08-19-2024 01:03 AM

Asking the same question twice, doesn't really help us help you. You will get the same answers in both questions and nobody knows they wasted their time, answering you something that was already shared.

 

Just use metrics for this. Or put a timer field on the record that they need to fill. 

Do understand that you won't be able to calculate the productivity. You don't know if they have been working on it for 3 hours, while talking at the coffeemaker for 2 and a half. It doesn't make sense to calculate it, because you don't know what they are doing. 

Explore time card management. It will be the closest to what you are looking for. 

 

Please close your duplicate question.


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Mark
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