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Sadheeshan DN
Contributor.. Sadheeshan DN Contributor..
Contributor..
‎2019-06-24 05:41
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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.

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Madddy
Super Contributor.. Madddy Super Contributor..
Super Contributor..
‎2019-06-24 09:04

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

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Sadheeshan DN
Contributor.. Sadheeshan DN Contributor..
Contributor..
‎2019-06-24 12:01

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?

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Madddy
Super Contributor.. Madddy Super Contributor..
Super Contributor..
‎2019-06-24 12:18

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

 

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