6 Replies Latest reply on May 10, 2012 12:06 PM by gramsay

    Recording time worked on an incident

    afrogers Apprentice

      I've had a request from management to try and collate some data on actual time worked by analysts on incidents.  I can't use the incident clock for this as the incident lifecycle and actual time worked are different values, the only solution I can see within the product is to develop another clock for the time worked value, with the analyst stopping and starting that clock for each incident worked on.

       

      Has anybody else done any work on this or come up with alternative solutions?

       

      Thanks

      Anthony

        • 1. Re: Recording time worked on an incident
          gramsay Specialist

          We have created a new object for recording time and added it as a collection to the process object.

          Quite simple - attributes of create user/category/time (in minutes)/details .

          It is therefore available in Incident/Change/Tasks and can be queried and reported on as required.

          You can add it as a tab on the main window to see who has spent time working on the incident/project or whatever.

           

          time recorder.JPG

          1 of 1 people found this helpful
          • 2. Re: Recording time worked on an incident
            afrogers Apprentice

            Thanks Graham, that's helpful, I have implemented a similar although less elegant solution in my dev environment but the management feel that this is too subjective.  They want to actually record real time rather than the analyst's perception of how long something took, which is why I was thinking of another clock.  However I like your idea of having a value that can be easily reported on in a query.

            • 3. Re: Recording time worked on an incident
              Stu McNeill Employee

              Hi Anthony,

               

              I think what you need is possible, but would be a bit messy...

               

              You'd need a collection called "Work Log" with some checkboxes to say you're starting or stopping working.  Then add this as an action at eash status of the process.  You could enhance this by adding two windowless actions called "Started Working" and "Stopped Working" followed by automatic "Work Log" actions with the relevant boxes ticked but this could get messy if you have lots of statuses in your process, plus would need to design pre-conditions to make sure only one action is available at a time.

               

              Finally you'd need a calculation on the Incident object that runs whenever a Work Log item is created to loop through each Work Log instance and do some clever sums on the CreationDate of each to see the time periods between each instance.  This could get messy in general if you're not experienced with calculations!

               

              So its messy, but possible!

              • 4. Re: Recording time worked on an incident
                afrogers Apprentice

                Thanks Stu, a genius solution although for somebody who's never used calculations rather daunting, might be time to start.

                • 5. Re: Recording time worked on an incident
                  Specialist

                  Hi Graham,

                   

                  where did you create your object for recording time?

                  Are you recording time for tasks, too?

                  • 6. Re: Recording time worked on an incident
                    gramsay Specialist

                    In the system domain Thomas though I don't think it matter too much. We use it in tasks too yes.