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

[Sneha39]

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

Thanks

[Sneha39]

I see the field but its not giving any data just blank for task and incidents both - Thanks

[Scott Jordheim]

Time Worked relies on user input unless you enable that clock to begin counting when a user opens an incident. This has drawbacks though, so some companies elect not to do this. (It isn't a truly accurate depiction of the time spent fixing the issue always, people leave that screen open and move onto something else, etc.)

That field becomes especially important when you move into IT Business Management, as there is a rule that automatically creates time cards using it.

[Rocky5]

Once the user open the incident the clock starts ticking. The disadvantage is the user cant keep the incident open all the time till he works on it. So, That should be manually entered if that doesnt work, Create a custom duration type field on the table and make it mandatory. OR as I have already mentioned earlier. pull task_time_worked table to the related lists, And write a BR to check if there is no record inserted in task_time_worked table , there will be a alert asking users to enter time worked manually.

How we are generally doing is, Once the incident is set to resolved and hit update, The UI modal will be poped up asking to enter time worked and that modal values will be copied to task_time_worked table.

[Sneha39]

It is showing blank "time worked"

[Brian McMinn2]

It matters how you define it. There are a few fields:

Duration

Created

Closed

Active = True / False

We like to measure by when the Incident when active = true and when it was closed. And we define that. Active = False.