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Absent Member.
Absent Member.
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Urgent - Track Assignee Labor Time

Dears, I would like to track time spent by each assignee on each of the service tickets. Please throw some light on the this requirement. Regards, Madhu “Every Help is appreciated with kudos”
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Absent Member.. Absent Member..
Absent Member..

If you want to track how long a ticket was assigned to each assignee (not the amount of time they worked on it, but how long it was assigned against a clock--24/7, day shift, etc), you can use clocks.

 

If you want to track actual time worked, you could tailor something to allow them to enter the actual work time. You may be able to leverage the parts & labor table section from the OOB forms (it is normally hidden, but can be exposed).

 

However, if you need to be able to report on labor across modules (time spent on IMs, PMs, KEs, Changes, change tasks, etc) then using fields based on each record can greatly complicate reporting. If that's the requirement, I would suggest tailoring a solution which allows a user to enter work records against a ticket but tracks them in a single file (sort of like activity records if the same activity table was used for all modules).

 

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Absent Member.
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Thanks John for the reply. I need to configure the time spent by an assignee on the incident tickets and use this for the reporting purposes. Can you pls guide me through the steps to achieve this.
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Vice Admiral
Vice Admiral

HI Madhu,

You can use the OOB functionality to get the total time spent by the assignee on the particular ticket.
Go to the DB-> sloreponse table check the field named "Elapsed time".

Regards,
headstrong

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Absent Member.
Absent Member.

Thanks for the reply. The option you suggested would provide the total time, where as I am in need to track the time taken by individual assignee to solve each service ticket.
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