How can i find total time spent(resolution time) on an incident or task in a report ?

Sneha39 · ‎02-06-2019

Thanks

Scott Jordheim · ‎02-06-2019

What do you consider resolution time? Creation to the state of "resolved"? There are usually out of the box metrics that measure some of that information, at least on Incident.

I believe duration is calculated on incident as well, which may be another worthwile method.

Sneha39 · ‎02-06-2019

Hi,

I am running report on TASK SLA table.

for incident, i need resolution time( incident created till it get resolved)

for task, i need resolution time( task opened till it get closed)

basically i am calculating efforts on every incident and task separately

Scott Jordheim · ‎02-06-2019

Task SLA would already have a few different fields to choose from there. Actual elapsed time, business elapsed time, etc., depending on if you defined business time or not. The "actual" fields may be your best bet.

For incident, there are:

Duration: This (for us) is calculated from creation to the incident moving to "resolved". Controlled by business rule "mark_resolved". You could probably make this populate on other task tables as needed.

Metrics:
- Out of the box, there are a few metric definitions on incident, which you could modify or create new as needed.
- - Incident State Duration: Measures amount of time incident spends in each of its possible states
  - Create to resolve duration: Measures duration from open to resolved state
  - Open: Measures time incident was active (open to closed)
- These typically need the metric_admin role or above to modify and view

Rocky5 · ‎02-06-2019

There is an oob field called "time worked" which starts the time when in the incident table you can use that. Or There is another table "task_time_worked" that extends task table, Add it as a related list to the incident and make it mandatory so users must enter the time worked and generate a report from it.

Hit "Helpful" if this information helps you.

Thanks,

VC