How to create a report of all tickets updated by a fulfiller?

[JC S_]

We are trying to measure KPI for our fulfillers and we want to know the number of tickets that they have touched/updated (by commenting or changing any field on the incident form). How can we achieve this kind of report? The updated by field on incident table is just the latest person who updated it, we want to access the historical activity of the ticket then count the unique number of tickets that a fulfiller has ever updated for a certain period of time.

[sunilsafare]

Hi Jimboy,

Some sort of scripting is required to pull the above report. Create a glide list field and business rule that if fulfiller is updating/touching the incident push that name to this glidelist. Use this column in your report and pull if fulfiller contains that glidelist.

column: u_fulfiller

Business Rule: Before insert/update

if(gs.getUser().isMemberof('<Fulfiller group>'))

current.u_fulfiller.push(gs.getUserID().toString());

[JC S_]

Hi Sunil,

We want to do this report for the previous months. From what I understand, the solution you provided will be for future tickets only.

[Dave Smith1]

Just a query... why is this a KPI?   Are fulfillers being targetted on the amount of activity they do across tickets?

KPIs usually assess performance based on results (number of closed/resolved incidents, customer satisfaction, etc).   Assessing performance based on work/effort is a somewhat meaningless metric - a fulfiller could easily game the system by updating and amending plenty of tickets which won't advance the ticket status but improve their metrics, with the result that reports showing high process scores yet low service satisfaction rates.

As Deming once said: if you manage by metrics, then metrics are all you manage.

[JC S_]

Hi Dave,

We have a separate KPIs for the resolved tickets and customer satisfaction (via surveys). But one of our groups just want to measure the number of tickets a member of that team has updated because in a number of scenarios their team transfers the ownership of the ticket to another group, hence the one who will be resolving the ticket will be from another group. This will mostly be for Self-Service tickets, since we can't rely on the Opened by/Created by fields and the group will transfer the ticket to another group, seems like we have no way to know the number of tickets a member of that group will handle wherein they are not the one who created/resolved it.

We still want to measure this since it takes time for those fulfillers to attend to a ticket and yet we have no way to keep track of it.