How can i report how much total time a user has worked on incidents? Urgent Pleease

[Ashirav]

Hi all,

I need to have the users fuctionality through which they can check an agent's progress by having a report which can list out a specific user's total worked time on some incidents.

Please help me.

I was thinking of creating a dashboard for the same, but how can i get the list of all users on a dashboard from which people might select a user?And then how can i pass that specific selected user to the business rue which is calculating how much time a user has totally spent on incidents?

[Ashutosh Munot1]

HI,

I dont know if you have time worked field on incident or not.

We have time worked principal inplace which shows us how much time the assigned to has consumed on this one ticket.

Then next you can define a metric on incident table same as assignment group to see when the assigned to was assigned and when it was changed.

Thanks,
Ashutosh

[Ashutosh Munot1]

HI,

I dont know if you have time worked field on incident or not.

We have time worked principal inplace which shows us how much time the assigned to has consumed on this one ticket.

Then next you can define a metric on incident table same as assignment group to see when the assigned to was assigned and when it was changed.

Thanks,
Ashutosh

[Mohammad Danis1]

Hey, I found below solution on community, see it helps you.

This is the solution that I came up with for the same report.

Image A Shows the incidents assigned to members of the groups

Clicking on one of the values opens a list.
Here I added the Duration Value which gives me the time that the ticket was assigned to that user.

 Clicking on the actual incident number and navigating to the Metric Related List you get the entire records history.

Manipulating the values on the initial screenshot will show the values that are important to you to include Create to Resolve
Assigned to Duration
First Call Resolution
Assignment Group Duration
Etc.
Let me know if I can assist with anything else.

https://community.servicenow.com/community?id=community_question&sys_id=1399cba5db5cdbc01dcaf3231f96...

Kind Regards,
Mohammad Danish

[Ashirav]

Hi Mohammad,

Thank you so much for reaching out and giving this solution, you have no idea how grateful I am for your answer. I was totally lost and my job is at risk due to this report so i was so happy to see a solution from you.

Can I ask just one question though.

I wanted the total duration an agent has been assigned the ticket, so instead of "Average" i did "Sum" in the Image A. But it brings 3 columns in the report then, true false and total. What are the true and false, i cant figure that out.

Secondly, it can be perfect if just the "Total" time is shown. Will you have any ideas?

Oh Also,

I cant use the Time Worked field as that field is open for users to manually fill in the time they worked. Like even if an agent worked for 2 minutes he can fill 2 days in the Time Worked field as it is mandatory to be filled for the incident form to be saved.