Tracking Actual Time Spent Working Cases in HR Agent Workspace

[Alex Berlin]

Hello!

I am looking to see if anyone has configured a solution to a request I am trying to solve for. I am looking to report on the average time that our HR Operations assignment group takes to work as a case before it is closed. I am familiar with metrics which track how long the case has been assigned to the specific assignment group, but I am looking to get more detailed and report on the actual time elapsed where the HR Agent has the specific case open on their browser.

Thank you,

Alex

[michaelj_sherid]

Hi @Alex Berlin this is a unique use case to track how long the case was open in the browser. I would be concerned with performance if this is an ongoing calculation that is specific to having the case displayed. Other customers typically use the SLA clock to get the total time it was assigned to the group/individual. I understand this is not your use case. I see this as an on load /on close action to write the elapsed time to a table.  

Regards,

Mike

[AbbieC]

Hi @Alex Berlin, take a look at enabling 'Time Worked' - https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/time/concept...

This achieved the desired result in my instance.