Actual Incident working time

[#1]

Hello,

I'm trying to report on actual time that an incident was being worked on but am stuggling to find how to do it. What I am after is the amount of time the incident was open minus the time it was suspended and minus the time we weren't at work. Is there a way of doing it? There is a reporting selection for Time Worked, but there is nothing in it which makes me wonder if because we haven't had the field on our incident form, has it not been recorded? If we were to add the field to the form, does it automatically get paused when we suspend an incident which stops our SLA and escalation clock?

Regards,

Andrew Yoward:confused:
YHGfL Foundation

[Michael Fry1]

Maybe a Metric will work: http://wiki.servicenow.com/index.php?title=Metric_Definition_Support

It's unclear what is 'working time' and what is not. If you can define those triggers, maybe you can put into a Metric?

[gyedwab]

Hi Andrew,

There's a few different ways you could track "working time" depending on what exactly you want to track.

1) Michael Fry is correct about using Metrics - one example, for instance, is the Create to Resolve metric that's available out of the box. That will let you know how long it took to work the incident from the time it was created until the resolve flag is set. You can create other ones, if you have other criteria.

2) Incidents have a Duration and Business Duration field that are similarly populated based on the time that the incident is active -- the Business Duration filters that by a schedule (if one applies). That will tell you how long the incident was active.

3) Incident SLAs will tell you how long it took to meet the criteria for completing the SLA.

4) The Incident's Time Worked field is a timer that, when added to the form, tracks how long the incident tech had the form open -- they can also use it to enter additional time worked. It does *not* pause for SLA pause conditions; it pauses when the tech is not on the form, or when the tech manually hits the pause button.

5) The Time Cards plugin allows technicians to enter in the time they worked on tasks, which is more of a self-reported approach to working time.

[Anurag Tripathi]

There is a field on the task table by the name "Time Worked"

Timing Functionality - ServiceNow Wiki