Count updates per each analyst makes... day / week / month

[blurry83]

Hi All

Im wondering what would be the best way to count how many updates my service desk agents make on tickets per day/week/month

I cant see an easy way to do this.. any help any one can provide would be really appreciated !

Thanks in advance

[Michael Fry1]

Create a field value duration Metric on the Incident table and the assigned to field. Wait for the data to accumulate then create a pivot table report on the Incident_metric table, with conditions Definition is [metric name}.

This assumes all tickets they work are assigned to the SD agent working the ticket.

[blurry83]

Hi Michael

Thanks for the reply

Just to clarify these updates could be on any tickets ... not just ones assigned to themselves.

Is there a location in the database that counts / logs updates in each record / ticket ?

[Michael Fry1]

There is a updates field, but it's just a counter.

Pivot table report maybe - but you'll have to hard code the users.

You might be able to write a Script Metric that would just capture Service Desk updates. Either way, I think this report could get large, based on your work load.

[blurry83]

Thanks Michael, Yeah I thought about that.

That seems to only provide / count the last update on the ticket.

I need to know how many they did in total, not just who did the last update