time recording functionality on incident

[monishasp]

Hi , 

How can i record time spent by an engineer in solving a incident by the "time worked" attribute.

Is it possible to customize the time tracking and record it based on the assigned engineer?

For example, if Engineer A works on an incident for 30 minutes and then assigns it to Engineer B, who works on it for 45 minutes, can we capture these times (30 minutes for A and 45 minutes for B) in the incident form?

[Dr Atul G- LNG · Accepted solution]

Hi @monishasp 

For this, you can create the metric assigned to and then create a report on that metric.

Similar you can create is assigned to

[Dr Atul G- LNG · Accepted solution]

Hi @monishasp 

For this, you can create the metric assigned to and then create a report on that metric.

Similar you can create is assigned to

[Mark Manders · Accepted solution]

You can use it, depending on the requirement. You can have it run automatically (starting when form is opened), but that is flawed, because you can be called away, do something else and the time is running as long as the ticket is open. Or you can have them put the time in manually.

You can't use metrics or SLAs because the time a ticket is assigned to someone doesn't tell you the time they spend resolving it.