Query to see tickets worked on by individual agents

[krishtacharya]

I've trying to to create a filter to see how many tickets did an agent work on from time A to Time B.

The filter I tried is

Keywords are 'Agent Name'

Updated on Today

Opened on Today

But it's giving me wrong data which doesn't match with data I am collecting manually.

[ghsrikanth]

If you want to get the query between Time A and Time B, use between option in the breadcrumb.

In the example screenshot, I am listing all the incidents which got updated Today(that from morning 00:00:00) to Today (that to night 23:59:59) and Active = true

Mark if it is helpful or correct, feedback is appreciated

[krishtacharya]

Hi, Srikanth

Thank you for your suggestion. I have two conditions that needs to be met. 1st is incidents worked between time A and Time B 2nd is for individual agent. I've tried 'Updated By' however 'Updated By' actually results for 'Last udpated by'. Is there any filter which would give us the total incidents worked on by the agent? (By total incidents I mean the ones which are opened by the agent or an assigned ticket which he worked and passed on to another level)

[ghsrikanth]

Hi Krishta,

What you are asking is to lookout for the history of Assigned to and the time it was with the Assigned to user.

I think the Metric Definition concept will really help you - please find the below link to know more about it:

Metric Definition Support - ServiceNow Wiki

Mark if it is helpful or correct, feedback is appreciated

[rajmasurkar]

Hi Krishta,

You can use related list 'Metrics' on an incident form and use Definition as 'Assigned to' and select dates for the required info.

Raj