[ Report ] People worked on incident

bhushan1 · ‎07-07-2015

Dear All,

I need help in creating a report with following criteria,

People names who have worked on an incident irrespective of its current status.

Example - An incident is created with a CI that is not part of my support group. Also, initially the incident is assigned to a different assignment group. As the investigation proceeds, The incident comes to my assignment group and i assign the incident to myself.

I fill in the required updates and pass it on.

So, my role in the incident was to provide updates as required.

I need a report which tells me all the incident on which i have worked on irrespective of its current status, CI or assignment group.

Thank in advance!

Bhushan

Uncle Rob · ‎07-08-2015

Hey Bhushan Bhagwat

I was thinking more like this...

Reporting on Time Worked [Task_Time_Worked] so I can get ANY task type, not just incident.
Don't bother with inc_sys_updated_by - that's just hte last person who touched the incident. Its got nothing to do with historical values. Instead I queried on the User reference in the Time Worked record, which stores the person who processed the time (by being on the form and hitting save)
I'm also grouping by Task, since a time record will be entered for every save. If I update the same record 1000 times in a month, that's 1000 line items I'll have to deal with.

Hope that helps.

View solution in original post

bernyalvarado · ‎08-06-2015

Hi,

You shouldn't do anything from what I'm aware of. It should work OOB.

Once the time is taken on either a task or a task inherited table, are you saving the record? The time will not be recorded unless you save the record.

Thanks,

Berny

jas101 · ‎08-07-2015

Hi Berny, thanks for reply but I'm a little confused. How do you mean saving the record sorry? Obviously all INC records (that we primarily want this report for) are saved as soon as the form is filled out - we have thousands of INC records in our system now but as mentioned the Time Worked table is empty.

It sounds like Ron was having the same issue so is there anything that needs to to be enabled or that this functionality is dependent on that we may not have? We're on the latest Dublin patch FYI.

Thanks a lot.

Daniel

Mentioning the below guys (as had prior useful input in thread) in case they happen to know - thank-you!

rfedoruk

Brad Tilton (Cloud Sherpas)

Uncle Rob · ‎08-07-2015

Did a little research into this and it looks like the Time Worked field has to be on the form in order for entries to be made to that table. Can you verify that the field is on the form?

jas101 · ‎08-07-2015

Thanks for the very quick reply. OK we do not currently have it on our INC form - should I add 'Time worked' or 'Time worked > Task'? What would be the easiest way to hide it from normal users, a UI policy I guess? But it would still make entries on the Time Worked table right?

I have added the first option mentioned above and see the timer on our INC form now - can you confirm what this is actually recording, a count of how long any different user has it opened for?

Uncle Rob · ‎08-07-2015

You want "Time Worked". "Time Worked > Task" is the related list, but form nested.

This should start logging the amount of time a worker has had the form open (but verify that it actually starts ticking when you open the form).

I don't know if it will count and process the count if you hide the field. That's something I'd experiment with once I was certain I had it creating records reliably.