Reporting on Work Capacity/Utilisation for INC/REQ Out of the Box

[AngusWIlliams]

Hi All!

We're looking for a way to track the work of technicians on tasks in our system, and then report on this, and were wondering if there were a way to accomplish this out-of-the-box:

I've looked into:

• Time Worked field (seems to just track time form is open - could the task_time_worked table be used for the above?)
• Advanced Work Assignment, Time Card Management, Resource Management (require additional plugin and significant setup)
• Metrics?

Do you have any advice on the best way to approach using out-of-the-box functionality, and any guidance on how to implement?

Thanks,

Angus

[Mark Manders]

Well... you say OOB, so: use time card management for the registration of time usage and resource management for capacity. No other way to do that OOB.

For capacity insight: how do you see this? Yes, you could use delivery time for requests, but that will give an indication (4 days because a supplier needs to do something, can also be 2, if the supplier handles something faster and those 4 days are not all working time for the technician). Next to that: how will you know how many requests are going to be made on a catalog item? You can average it out, but you can't say that in week 15 you will have 5, so plan on that. It could be 12. 

And incidents? How are you planning those? I am really curious on that one, because if I knew how much time I have to spend on an incident upfront, that incident would never be created. I would prevent it. And to be honest: when an incident is created, it's a huge waste of time to estimate how much time it will take to resolve. Resolve it. It takes as long as it takes (and you can't predict the number of incidents!!!)