Tracking Ticket Level of Effort

IDC
Tera Contributor

‎07-10-2024 11:08 AM

I have not found a good way to track level of effort for those that work tickets (fulfillers). I have agents who touch/update many tickets, and if the ticket gets escalated to a different team, I cant show the level of effort through out team. 

I've tried the "Updated By" search feature, but as soon as someone else updates the ticket, its not longer on the report. The time worked is also not a functional feature. 

How can I report on how many tickets someone interacted with today? Simple as that. How many tickets did John work today regardless if he resolved them or not?

0 Helpfuls
  • 913 Views
2 REPLIES 2

Dr Atul G- LNG
Tera Patron
Tera Patron

‎07-10-2024 03:20 PM

Hi @IDC 

 

Practically there is no easy and direct way to find out the efforts of an agent. But you can explore 

Time Worked ( Bring on Inc form via form layout) and as soon as any agent open incident it will run and capture the time.

I don't have much knowledge about same but give a try.

AGLearnNGrow_0-1720650009749.png

 

 

https://docs.servicenow.com/bundle/tokyo-platform-administration/page/administer/time/reference/r_Ti...

 

 

 

https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/time/concept....

 

 

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************
0 Helpfuls

IDC
Tera Contributor
In response to Dr Atul G- LNG

‎07-15-2024 06:43 AM

Unfortunately, not an option. The time tracked feature is not enabled and would not provide useful data. One drawback to this feature is it will track time worked in the ticket if the window is left open. I'm needing to show all tickets touched by a team of people regardless if they resolved it. The inc/sctask metric tables was recently reviewed as an option, but not great. 

0 Helpfuls