How to create a report on tickets "worked" per agent/analyst?

[mschubert]

I'm looking to create a report for our IT Operations director that will show how many tickets are "worked" by an IT agent or analyst. Reporting on the number of tickets created or resolved is easy enough. However, we're looking to account for those tickets that weren't created or closed by the staff member, but they worked on at some stage. The general idea we are looking for is to track tickets the IT staff have put an additional comment or worknote into.

To further complicate the idea, we want an individual count per ticket. I don't need to know Bob created 10 notes on INC0015872, just that he did work on it at some point.

Any help or suggestions to point me in the right direction are greatly appreciated!

[Dr Atul G- LNG]

Hi @mschubert 

What is the definition of worked?  Let's take an example- A ticket assigned to me , I keep that ticket with me 4 hrs and in 4 hrs I did not get time to work upon, so will you consider this as worked? 

So , first we need to see what is worked mean and then we can see how to track this. As per my knowledge it is not an easy way to see how much time an agent worked on incident , but we can track how many records assigned and passed to other agents via metrics.

[mschubert]

@Dr Atul G- LNG - An excellent question! I did not word my information well.

For our purposes, we are considering "worked" as having put an Additional Comment or Work Note into the ticket. That note may be troubleshooting notes, simple pass notes, etc. The consideration is that if someone has taken the time to place a note, they have spent at least a few moments reviewing the ticket to determine something of note.

However, it's important to note we are not concerned with the number of notes in a ticket, just if at least one note was left in the ticket.

I suppose I could have best worded my question as this: How would I report on the number of unique tickets that an IT agent has placed notes in? 

[Dr Atul G- LNG]

Hi @mschubert 

I dont have 100% answer but these threads can help

https://www.servicenow.com/community/developer-forum/is-there-a-way-to-count-users-who-worknote-an-i...

https://www.servicenow.com/community/itsm-forum/how-do-you-generate-a-report-based-on-the-worknotes/...