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So, two ways i can see that you might approach this.
There is a type of report called a Billing Report. You could make one and key it off of Tech as the "category" in the report definition. here is an example. I had a ticket (Ticket 4) where both Frank Frink and Joe Admin added notes to the ticket. Frank's note was first and that note indicated 26 minutes of work. The ticket was re-assigned to Joe who put in a note, and that note indicated he did 11 minutes worth of work. When i run the report i can see the work time for each tech, but in terms of the ticket count, that only shows for the currently assigned tech.... so it mostly gets you there: the ticket count might seem 'off' (since that count only takes the currently assigned tech into account) but the work time is accurate for the amount of time they spent working on tickets:
You can run a query. Although this is not something you could schedule in the way that a report can be, you can save the query and re-run it ad hoc whenever you'd like.
Using the same environment above, i'll:
- Go to Tickets -> Search Tickets -> Advanced Search tab
- Add a line for "Updated by" and choose the Tech (or multiple lines to include other Techs) and specify a time range
That should get you a result set like this:
So that get you mostly what you want; the only real problem there is that (in theory) the Techs could game the system a bit by doing any sort of update to a ticket to get it to be returned by that query (since it isn't looking directly at whether a Note was added - just that the ticket was updated by that Tech.
Thanks kellytice, that is definitely helpful, but it looks like for the first method we would have to require people to enter time with their notes.
I would normally consider that a non-issue, but given the current structure of support in our system it's not something we can actually enforce. Without everyone entering time it doesn't work as a good measuring tool.
The Techs' concern comes from just running Reports. They don't want the managers to get reports that look like they're not working because they aren't the Tech that closed the ticket at the end of the line. This brings it back to the first part, where I think people are just going to have to enter time for that to work.
This is great info though!