Calculating the effort spent by each support groups in HPSM
I have a requirement to calculate the time spent by each assignment group in an incident ticket. How to generate the report or dashboard? I have an Incident ticket which was closed in 10 hours, but reassigned to 3 different support groups. I want to find out which group spent how much time on this incident ticket.
Re: Calculating the effort spent by each support groups in HPSM
If the question is indeed about HPSM, then you are on the wrong forum. If the question is about SMAX, please read below.
What you are looking for is covered under the "Time in Group" service level target. For more details about the setup, please take a look at the Service Level Management documentation.
As for the reports, once you setup the agreements, you can use the existing out of the box reports or adjust them accordingly. The reports should be used for analyzing overall performance on a set of tickets. For individual tickets, please check the Targets tab on the detailed record.