Welcome Serena Central users! CLICK HERE
The migration of the Serena Central community is currently underway. Be sure to read THIS MESSAGE to get your new login set up to access your account.
Contributor.. Sadheeshan DN Contributor..
Contributor..
144 views

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.

0 Likes
3 Replies
Highlighted
Super Contributor.. Madddy Super Contributor..
Super Contributor..

Re: Calculating the effort spent by each support groups in HPSM

you can achieve this using macros --> clocks on Service manager,  examples for configuring clocks are already available;  you need to modify it slightly.

Regards,

Madhan

Contributor.. Sadheeshan DN Contributor..
Contributor..

Re: Calculating the effort spent by each support groups in HPSM

Hi Madhan - Thanks for the detail. Based on your recommendation, I added a new macro like this...did i do it correctly? If yes, how can i see the report of IM with time spent by each support group?

0 Likes
Super Contributor.. Madddy Super Contributor..
Super Contributor..

Re: Calculating the effort spent by each support groups in HPSM

Hi Sadheeshan,

I would suggest you to try on your own, also in additional think of using condition on status like closed, & resolved for stopping & starting the clock. 

starting: status ~=Closed or Resolved

Stopping: status=Closed or Resolved

if my post as helped you, really appreciate to appreciate other work/time/effort by giving Likes 🙂

Regards,

Madhan

 

The opinions expressed above are the personal opinions of the authors, not of Micro Focus. By using this site, you accept the Terms of Use and Rules of Participation. Certain versions of content ("Material") accessible here may contain branding from Hewlett-Packard Company (now HP Inc.) and Hewlett Packard Enterprise Company. As of September 1, 2017, the Material is now offered by Micro Focus, a separately owned and operated company. Any reference to the HP and Hewlett Packard Enterprise/HPE marks is historical in nature, and the HP and Hewlett Packard Enterprise/HPE marks are the property of their respective owners.