Can i create Metric Instance on TASK ???

[shaik_irfan]

Hello,

We have a requirement where we need to pull a report of all users how much time user spent on tickets on table like Incident, Problem. I can use OOB Metric instance for user record but how to set for Problem table ???

Please help me on this...

[shaik_irfan]

Hi Mike,

No we dont have Time Worked Plugin activated 😞

[Josh Cooper]

You may be stuck without something like Time Worked activated (it should be there in your default instance, just likely not visible or used.)  

Out of the box, there may already be a Assigned To duration field, which tells you the calendar time, and working hours (business duration) time that a ticket was assigned to a user, but that doesn't mean that the user was staring at that one ticket the whole time, which is the problem. 

Several people have asked (probably more than I know) for a way to determine and count the amount of active screen time a user spends on an incident, for example, but so far I've not seen a good way to do that.  That's not to say that there isn't one!  Spitballing ideas, there is actually an activity log that shows what pages are loaded by users with sessions on the server, but the performance of trying to set metrics on that may be cost prohibitive, and those logs are set up with table rotation, which can make the whole thing a technical challenge as well.

Food for thought, I'm not sure at what point paying that much attention to what they're doing begins to violate European privacy laws as well, but that may be a consideration.

Additionally, speaking from a developer perspective, there's lots of times I'm thinking through code and not literally looking at the screen.  I may come up with the answer at lunch, or while watching TV, then run in and make the fix - the time I spent working on the issue isn't representative of the screen time, necessarily.

All in all, it may be better to look at something like Time Worked, and allow them to be on their honor to report the time they spend on a ticket.  

From a management perspective, I've made this comment before as well.  If you have people working for you and you don't feel like you can trust them to do the right thing, then you should hire different people.

A plus side of Time Worked though - even if it seems like it may be a bit cumbersome, it's also the gateway to some VERY interesting analytics.  If you want to know how much time is being spent on a problem before being escalated to tier 2, it may be a lot more accurate than the assigned_to timer.  It also allows people who aren't actively involved to notate their time working on a ticket.  I.e.  John asks my opinion, I can enter 10 minutes of time worked on a ticket that's not mine, etc, and better account for time spent.

That lets you see a better average level of effort per ticket, improve your escalation procedures, etc.  Now, if you take THAT and also add Rate cards for Assignment Groups, or Users, then now you can find the true cost of an incident in real dollars.  That's a metric that EVERYONE wants to get to, but few people can get closer than a ballpark because of the lack of the time_worked fields.