time worked vs incident_time_worked - the difference?

[Richard Evershe]

Hi, 

Notice that there is a time worked value in the incident table and also a incident_time_worked.

I'm getting wildly different values when calculating time worked in the incident table vs time worked in the incident_time_worked table for resolved incidents yet they both have the same number of INCs.

They have exactly the same filter: 

State(state) != Canceled>Resolved on Last month>Assignment group = X

Incident (time worked)

Count = 97

Sum = 3d 14hr 57min

Incident_Time_Worked

Count = 97

Sum = 21 d 1hr 25min

Does anyone know what is causing the difference? The 'Incident (time worked)' feels like the most suitable value, however, as I'm filtering by assignment group I think the 'Incident_time_worked' would be the most appropriate as it would give me the specific value associated to that team only.

[Community Alums]

Hi @Richard Evershe ,

"time worked" refers to the total amount of time spent working on any task across the system, while "incident time worked" specifically refers to the time spent working on resolving an "incident" ticket.

[Juhi Poddar]

Hello @Richard Evershe 

The difference between Time Worked in the Incident table and the Incident Time Worked table comes from how each calculates data:

1. Incident Table (time_worked field):

   • Represents the total time spent on the incident across its entire lifecycle.
   • Aggregates time for all assignment groups, without filtering by group.

2. Incident Time Worked Table (incident_time_worked):

   • Provides detailed entries for time worked, segmented by assignment group or user.
   • Allows filtering by specific groups, giving group-specific time spent.
   • There can be multiple records for the same incident.

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Thank You
Juhi Poddar

[Richard Evershe]

That’s interesting as it would then seem strange that I’m getting a larger value for Incident Time Worked table than time worked in the incident table. Surely, I should be getting a lower value in the Incident Time Worked table as that is only looking for the work associated to a particular assignment group rather than the record as a whole.

Are there any differences in how this is measured in terms of started/stopped?

[Richard Evershe]

  Solved it, I’d picked ‘Time worked (inc_time_worked)’ rather than ‘Time worked (twtable_time_worked)’ in the Incident_Time_Worked table