[ 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 · ‎08-07-2015

dasi you can create a UI policy to hide it and it will still count the time.

Thanks,

Berny

jas101 · ‎08-12-2015

Many thanks rfedoruk and Berny Alvarado

Am i right in saying this will not help a a manager who would like historical reporting i.e. it will only be good from when the time worked has been added? If this is the case do you have any suggestions for historical reporting on incidents 'touched' or 'worked on'? I guess one way would be if you could get at where 'Changed' is used in the Activity history of an incident i.e. whenever anything is amended the log says:

11/08/2015 10:24:34 * Daniel Admin - Changed: Work notes (not Customer visible)

Is is possible in anyway to report on 'Changed'?

Finally is there any risk of slowing the instance down by having Time Work enabled? I only say this as it seems like a large amount of data is being store if it is monitoring how long everybody works on every ticket going forward?

Cheers,

Daniel

davenoliver · ‎06-23-2016

This is a solution I would love to see. The Metrics Plug-in is not an option.

bernyalvarado · ‎08-06-2015

Hi Bhushan Bhagwat, i hope you're doing great!. Would you mind marking the responses as correct/helpful so that we can close this thread?

Thanks,

Berny

bhushan1 · ‎08-06-2015

Thank You everybody for all your help! I will check the ACLs