Does Service NOW record the date when an incident (incident table) or a task (sc_task table) is assigned to an 'assignee'?

[Mike Rivney]

Hi, 

For tickets (either incidents or catalog tasks (we call them requests)) is there a date field on the ticket that is set when it is assigned to an employee user id, re:  assignee?  There are two ‘open’ date fields, for both types of tickets.  These are the open and created fields which I believe are set when the ticket is assigned to a group (we call them assignment groups)  They’re basically the same, where the date is the same but the time may or may not be the same, usually up to a few hours off.  The reason I ask is for calculating the MTTR on the ticket.  Some of our team members, who manage SNOW assignment groups, might not assign the ticket to a fellow team member for a few days or more after the ticket is initially created and assigned to a group (assignment group).  We would like to calculate a cleaner/more precise MTTR if possible, which would not include the time it sat unassigned.

Note, I’ve seen some other date fields, re:  Actual Start and Actual End.  But they’re used only for requests (by my company) plus they’re set by the assignee and thus may be left empty.  

Thanks, Mike.

[Ankur Bawiskar]

Hi,

OOB there is no date/time field which holds this data since the assignment of ticket might change over a period of time.

if the table is audited you will know the details from History-> Calendar as well for the record

To have a report on this you can have report using metrics

Metrics

How to Create Metrics

regards
Ankur

[GV Saranesh Kum]

Hello Mike,

The 'opened at' field is populated with the timestamp at when the user opened the new record(or ticket) for the first time to create/submit it. Whereas, the 'created' field is the timestamp captured when the record was submitted and created on server side (Database).

Also please note that, at the time when records get created automatically using inbound/web services or record producers, then the 'created' and 'opened at' will be same.

To your requirement to calculate the MTTR, you can use the metrics.  Please read the doc link for more details.

Metrics

Below are the metric definitions available OOB. These can help to define the KPI you are looking for.

Post creation of the new metric or to check on the existing metrics, please access the database view incident_metric for reporting.

Hope this helps.

Regards

Saranesh

[Mark Manders]

Your requirement for when a ticket is assigned will be resolved by the metrics mentioned above, but I it will not really show you the MTTR. A ticket that gets assigned to someone doesn't mean it is being worked on right away. It could be another couple of days before it's picked up. 

Is MTTR really something you want to measure? Because it's nice to know that a server down has a MTTR of 10 minutes (if it's just a reboot), but if it takes a week to assign the ticket to someone, another day before the reboot, the loss of productivity/money/etc is way more important than knowing it only takes 10 minutes.

That being said: I believe MTTR should start when a ticket goes from 'asssigned' to 'in progress', so the moment it really is worked on.

If my answer helped you in any way, please then mark it as helpful. If it resolved the issue, please mark it as correct.

Mark

[Mike Rivney]

Hi Mark,

  Thanks for your discussion on MTTR.  I agree with your statement that MTTR should start when the ticket is finally worked on.  I'll pass your discussion to my boss.  To get a better MTTR, one idea is to assign the tickets to one big pot, re:  one generic assignment group for the team.  Then, daily, the 'managers' of the team's SNOW assignment groups would check the big pot of tickets and assign tickets to the proper assignment group and team member.  The ticket is thus in 'in progress'.  Tickets, not ready yet to be assigned would remain in the big pot; sometimes the 'managers' are not yet ready to have a ticket worked on due to the overall workload of tickets.  And the overall period the ticket was open (which is also, as you indicated, important) could still be calculated.  BTW, we're using Power BI Desktop reports to report on SNOW data.  Working with my company's SNOW admin to get data, either via API or other means.  Currently I'm pulling data using CSV files.

Regards, Mike.