Report on ITIL User Activity

[Robin Hearne]

I'm trying to create a report showing a list of all users with the ITIL role and how many tasks they have closed.   The most important part is that it must show users who have not closed any tasks, so I can't just report off the task table alone.

Can anyone help me with this?

[alexlwm]

We use this tool to report on the user activity: ITIL User Activity Report

You can find it on the Share: LINK

[Travers M]

I'm not entirely sure that ITIL user activity report will achieve what it is you're after but I think you can use that along side another report that groups closed tasks by assigned to or resolved by.   That way you'd see who has resolved/closed tasks and you could compare it with the list of folks pulled from that Share link report.   I know that ITIL User Activity report shouldn't be taken as gospel either as it hasn't been 100% accurate when I've used it, but it's close.

Hopefully this gets you going in the right direction, but if you need further assistance I'd be glad to help figure something else out.

[Robin Hearne]

The ITIL User Activity Report is useful (thanks Alex), but ideally I'd like to see how many tasks are actually being closed by these users.   I was hoping to be able to create a database view showing everyone with the ITIL role (from the sys_user_has_role table) and joining it to the Task table 'Closed By' field.   I couldn't get it to work though!   I was hoping to avoid a manual comparison!

Thanks,

Robin

[Gugu M]

Hi Robin,

A couple of years late but I bumped into this looking for a solution as well. I believe this will require three tables instead of two - task, sys_user_has_role and sys_user. How did you get it to work if you can recall

Thanks