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Super Contributor.
Super Contributor.
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Capture Each Assignee time spend on ticket

Hi Experts,

I am working on Service Manager 9.51 codeless.

Customer wants to see how much time each engineer and assignment groups spend on ticket (interaction, Request fulfillment, incidents tickets)for all transactions (acknowleding ticket, resolving ticket, coordinating with vendor etc.)

What is best way to achieve this using PD or any other way, Please help.

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Super Contributor.
Super Contributor.

Re: Capture Each Assignee time spend on ticket

Awaiting for technical advise and help..its urgent

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Acclaimed Contributor.
Acclaimed Contributor.

Re: Capture Each Assignee time spend on ticket

What mean spending time.

Time between statuses (from open to resolve)

Or time while operator open incident and release it.

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Super Contributor.
Super Contributor.

Re: Capture Each Assignee time spend on ticket

What mean spending time.

Time between statuses (from open to resolve)

Or time while operator open incident and release it.

It means, suppose engineer '123' worked on one ticket 'SDxxxx' for total 25 minutes irrespective of status changes i.e. 15 minutes he took to change status from 'Open' to 'In Progress' and he took 10 minutes to change status from 'In Progress' to 'Pending Vendor' post which he transferred ticket to another engineer. In this way want to track how much time engineer spend on ticket.

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Acclaimed Contributor.
Acclaimed Contributor.

Re: Capture Each Assignee time spend on ticket

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Super Contributor.
Super Contributor.

Re: Capture Each Assignee time spend on ticket

Thanks TomPowe.

I'll check this and will try to implement. Further query on this is how SM will track all engineers spend time in database with this functionality enable? 

i.e. If 3 engineers worked on ticket "SDXXXX" then how many entries SM will create for these engineers in DB so that need to understand how to pull these data using crystal report

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Acclaimed Contributor.
Acclaimed Contributor.

Re: Capture Each Assignee time spend on ticket

Clocks is used to track how long a record was in a certain phase or status.  If you wanted to track the work of 3 engineers working on a particular incident, you would probably want to create an array field or structure within the incident ticket where you can have each engineer enter their ID and the hours worked.  This would be a manual effort by them to enter this information.

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Acclaimed Contributor.
Acclaimed Contributor.

Re: Capture Each Assignee time spend on ticket

or use deeper cusomization: separate, but related incident(IM) for each engineer.

One Incident (IM) and related many Workorders (IM)

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Super Contributor.
Super Contributor.

Re: Capture Each Assignee time spend on ticket

Have u done this kind of deeper customization ALARMus pls share steps/document if you have it

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Acclaimed Contributor.
Acclaimed Contributor.

Re: Capture Each Assignee time spend on ticket

1) screlconfig - add new one line for it (filename=problem)

2) Add in DO(State) command (Open WorkOrder) to relate IM-IM 

3) Add sign that this is Workorder (for example object.type=Inciddent or =WorlOrder)

4) Add tab on form for Incident (IM) tab related records-Workorder (like SD-IM)

This is common scheme.

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