see how many tickets touched by agent

[dbladon]

Good afternoon,

I am looking at a way to run a report that shows how many tickets an agent has updated in a given week, basically a snapshot of how much work a person has done, created tickets, updated tickets, everything.

any ideas on how to do this?

Thanks,

Donovan

[Uncle Rob · Accepted solution]

Created tickets is easy since there's a dedicated field for it.   UPDATED tickets is a whole other problem.   It's a problem because you really need a reporting record for every update they make (because none of us are planning on putting a bajillion reference fields on a task for every potential updated_by).

And that's really what metric definitions are for:   Metric Definition Support - ServiceNow Wiki

(EDIT:   I suspect Performance Analytics does a *much* better job of it, but so few people actually have that add on, I usually don't lead with that answer)

(EDIT2:   I've been squeezing every drop of value out of Metrics for a couple years now, so you can feel free to reach me at rfedoruk (at) wolfpackcs (dot) com any time)

[dbladon]

Great thanks, looks like this will be helpful!

Thanks,

Donovan

[Kevin169]

Hi Robert...Can you please tell me how to do this in PA.

[Mike Allen]

You can use sys_history_line to see everything that was changed and by whom.   Be careful reporting on system tables, though.   They are quite large.

You can introduce a table and a business rule that records when a user touches a record and how often.   That might work going forward.