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

[harikrish_v]

You can always use the Audit History table i.e. sys_history_line, for incident audit is enabled by default. It will have an entry for each update on the record. The problem is that it will be extremely heavy and putting a filter on that can put a lot-off stress on the system.

[blurry83]

Hi All

Is there any other thought on this one ?

I Need to track how many updates my staff are making each day

[acretion]

Paul,

You might be able to use task_time_worked as well, should have an entry for each update made, although again, this table is very large and annoying to query usually.   Is this really a necessary metric?   Seems like a strange KPI, but I'm sure you have a reason for wanting it.

Thanks

Chris

[blurry83]

Hi Christopher

I'm trying to account for work done by my staff

I   can see how many they have created & resolved however not updated.

Lets say 1 analyst gets 50 phone calls in a day, 40 were for new incidents and 10 were updates to existing incidents.

there would be 40 new Incidents created however the other 10 are now not accounted for... ideally they would be updates however I would like to verify this to ensure staff are logging correctly.

Hope that makes more sense ?

[borshek]

Hi,

Any updates on this issue? I have the exact same issue as Paul has here.

1 servicedesk agent may have 20 answered phonecalls. In servicenow you might see:

10 opened tickets.

15 resolved tickets

0 updated tickets

The "updated by" condition should be renamed to "last updated by" because this is what it acctually does.

Practical example:

User calls in and asks about an existing incident. The servicedesk agents updates the description, CI and priority. After that he hits the "Save/Update" button. I want this to be counted as 1 update and be able to report on this.

Any have a clue on how this can be done?