Reports on tickets to track how much time spent on a case by each assignment group or assigned to.

[Alok21]

Hi Team,

Need an help to understand how to implement the below functionality.

So the requirement is "to track how much time spent on a case by each assignment group or assigned to for a specific ticket'.

Regards,

Alok sahu

[Sachin Pratap S]

Hi Alok,

You can build report on metrics (metric_instance) table by selecting proper 'Definition', 'Table', 'Field' and 'value'.

Metric definitions for Assignment group and Assigned to fields are available OOTB for many tables.

If its not available on your table you can configure it. Refer metrics

Check following report as sample:

 
This may be helpful:

https://community.servicenow.com/community?id=community_question&sys_id=d01c0f25db9cdbc01dcaf3231f96191f

Please mark as Answered if this helps.

Regards,

Sachin

[Alok21]

Hi Sachin,

Thank you for the response 🙂

Can we implement the same functionality in our custom table (the table where tickets get created and handled). We want to restrict customer to give access to metric instance table.

Regards,

Alok sahu

[Sachin Pratap S]

Yes Alok, you can create new mertic definitions on custom tables for needed fields.

You can manage access with ACLs. Ideally users associated with a ticket record should have read access to the metric instance record.

[Alok21]

Hi Sachin,

Lets say for example.

I have a custom table 'xzy'. We have fields assignment group and assigned to on this table. so my query here is can we implement the functionality here by creating fields (Date and Time) and capturing the time when assignment group/assigned to changes. As user has access to this custom table, so they can track how much time spent on a case by each assignment group or specific person (so we could track the time a case moved between teams / people).

Regards,

Alok sahu