Team Effort

[Prashants661024]

In ServiceNow, multiple assignees have worked on the same ticket. How can I determine the effort or time spent by each individual without opening the ticket? Is there a way to create a report 

[Divya24]

You can view metric definition table to check duration. Please check if some OOB exists.

[Prashants661024]

When I try to create the report, it only shows the name of the person assigned to the ticket. However, other team members also worked on the same ticket. Could you please help me create a report that includes all team members who worked on the ticket, if you know how to do it?

[Tanushree Maiti]

Hi @Prashants661024 

1) refer KB: KB0954528 How to create time worked report for incident, catalog tasks and change tasks 

2) The time card retrieves time accrued on a project or spent working on any record in the Task table from the Time worked field.

This field does not appear by default on the Project Task, Incident, Problem, and Change forms and must be added by personalizing the form. Time recorded in this field is used to populate an existing time card or to create a new time card if one does not exist. A time sheet policy controls this behavior.

You can then view the incident_time_worked /task_time_worked table to view all updates. This will track how much time each person has worked on each task.

Refer: Record time worked 

Time cards 

https://www.servicenow.com/community/itsm-forum/effort-spent-on-a-incident/td-p/582997

[Prashants661024]

Hello TanuShree Maiti, 

Thank you for your reply, but it does not address my query