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 

[Tanushree Maiti]

Hi @Prashants661024 

• Navigate to incident_metric.LIST (or type it in the filter navigator).
• Filter by the specific Task number to view the duration each person was assigned the ticket.

Check the data and create report accordingly

[Prashants661024]

Hi Tanushree Maiti,

The report only shows the person who closed the ticket; it does not provide details on how other team members worked on the ticket. I have more than 100 tickets to review as part of this task.

[Divya24]

Hi,

You can go to the metric_instance table and check assigned to Duration which shows for each ticket how many users was assigned with duration.Please find the image attached.

[Prashants661024]

Hi Divya,

Thanks for your help. I am able to see that information. However, I have more than 100 tickets, and I want to create a report for them. Unfortunately, I haven't been able to get the desired result yet

[Srikanth_9]

Hi @Prashants661024.,

You can get it through the metric instance that's added to the Database Views through this you can get it the duration. 

Refer:

Report on time spent on one particular incident or... - ServiceNow Community

Time worked report - ServiceNow Community

How to create a report on tickets "worked" per age... - ServiceNow Community

Solved: Setting task_time_worked.time_worked via flow - ServiceNow Community

If the provided solution is useful/working, please Accept as Solution and hit the Helpful. 

Thanks & Regards,

Srikanth Akula.