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

[Victor Ruiz]

We had similar needs and decided to use the Service Desk Call module, this eliminates all the junk incidents.

Service Desk Call - ServiceNow Wiki

[pratulagarwal]

Hi ,

I had a similar requirement and I fulfilled it by creating a Metrics.

You can create a new Metrics Definition on the Incident table.

Field - Updated

Type - Filed Value Duration.

And then you need to create a business rule on the Metric_instance table.

make it run before insert and before update.

Order - 101 (Order is important, as it has to override an OOB BR of lower order)

Condition - current.definition==Metric Definition sys_id

Script - current.value=current.id.sys_updated_by;

This will work, the metric instances will capture who all has updated the incident and also the time instance when it was updated.

The Start and End fields will give you the time instances.

Regards

Pratul Agarwal

[zameer]

Hi Pratul,

With the above solution you mentioned i can run the report for only 1 incident record.

Can we make it as for the list of job for a week or so..

Regards,

Zameer

[pratulagarwal]

Hi Zameer,

The above solution will generate a metrics for you and then you can use the metrics to create your report.

It will give you a list of all the incidents.

A snap shot of the metrics instances.It shows you all the incidents and the details as per when it was updated.

Regards

Pratul Agarwal

[mrswann]

Anything further on this? I am on Fuji with a similar requirement. I was sure there was a way to count updates by user, per ticket... apparently not so easy!