Tracking Time Worked: Based on Variable
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3 weeks ago
Hello,
I have a team that uses a variable "Request Type" and there's about 8 different options. They use this drop down as sort of a stage like functionality. As they're fulfilling this request, they'll toggle that variable to different options based on the stage of the request. They want to track the time of each stage. What's the best way to pull this off?
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3 weeks ago
Where is this Request Type variable/field? Is it a catalog item variable or a field on a table?
I'm hoping it's a field on a table, in which case you can use the OOB Metric Definitions (metric_definition) to defined to track the time a request stays in each stage. Take a look at the existing configurations, there should be several of these defined on incident table with Type = Field value duration.
However, if the Request Type field is on a catalog item and you want to track the time it takes for your fulfillers for each stage, then I'm afraid you'll have to rethink the design. The better way is to trigger 8 catalog tasks and track work done within them.
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2 weeks ago
Thank you for this insight, I'll be doing this via a catalog item.
