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    Dara Bunhim
    Live incident servicing time calculationAnswered
    Topic posted June 14, 2017 by Dara BunhimJourneyer 
    48 Views, 6 Comments
    Title:
    Live incident servicing time calculation
    Content:

    I am unable to generate live report on the servicing time similar to milestones report since the incident performance report only generated overnight. Anybody able to overcome this issue? any recommendation?

    My biz user would like to see their real service time live on each request.

    Thanks

    Best Answer

    Simon Kilgarriff

    I think this could be a bit of a tricky report.

    My initial thought was to use inc_performance as you mentioned above.  But as you quite rightly state this won't display data for the current day.  The one benefit of the inc_performance table is that calculations are made in business hours so that if that is a consideration it might be slightly easier.

    As Danette mentioned the Transactions table will store queue change information and time stamps.  The tricky bit will be trying to separate those out and summing up the time correctly since there isn't a start and end time - just the created time for each event.  Business hours could be addressed with a rel_date_diff function but you have issues with other aggregate functions like a sum if you want to use that so calculations using business hours could be an issue.

    Other more dramatic options might be to look at what you can do with the transactions table but perhaps look at if a custom script in the report can make the calculations required.  I'm not keen on promoting the use of custom scripts though as changes to the report (adding a column for example) can easily stop the script working.

    Alternatively, if the calculation is very important maybe it is worth exploring whether you can have some sort of Custom Process Model in the rules that could populate data in a Custom Object about the queue, the incident, start time, end time, queue.  Then it would be a much more simple report to produce based on the custom object.

    Good luck

    Answer

     

    • Danette Beal

      It depends on what exactly you are trying to measure. You could potentially do reporting from the transactions table along with manual column calculations. Can you give us a bit more info on what reporting you are trying to complete?

      Thanks!

      Danette

    • Danette Beal

      Moving this one to the reporting / analytics forum board.

    • Dara Bunhim

      Thank Danette,

      Here is my biz scenario:

      - Incident started with Queue1 and may move to Queue2 and Queue3 depending on the nature. Each of the queues will have the regular cycle of assigned, response, waiting, resolved or otherwise transfer to another queue

      - Each queue has different time commitment (SLA) for them to service the case.

      - Each queue wants to see the time they have already spent on the case.

       

    • Dara Bunhim

      I want to add that currently I have created a report against incident performance which captures servicing time by queue. However as incident performance is only run once a day, those data will not be available (or not present correctly) on the incident workspace.

    • Simon Kilgarriff

      I think this could be a bit of a tricky report.

      My initial thought was to use inc_performance as you mentioned above.  But as you quite rightly state this won't display data for the current day.  The one benefit of the inc_performance table is that calculations are made in business hours so that if that is a consideration it might be slightly easier.

      As Danette mentioned the Transactions table will store queue change information and time stamps.  The tricky bit will be trying to separate those out and summing up the time correctly since there isn't a start and end time - just the created time for each event.  Business hours could be addressed with a rel_date_diff function but you have issues with other aggregate functions like a sum if you want to use that so calculations using business hours could be an issue.

      Other more dramatic options might be to look at what you can do with the transactions table but perhaps look at if a custom script in the report can make the calculations required.  I'm not keen on promoting the use of custom scripts though as changes to the report (adding a column for example) can easily stop the script working.

      Alternatively, if the calculation is very important maybe it is worth exploring whether you can have some sort of Custom Process Model in the rules that could populate data in a Custom Object about the queue, the incident, start time, end time, queue.  Then it would be a much more simple report to produce based on the custom object.

      Good luck

    • Dara Bunhim

      Thanks Simon,

      You have laid out very well of the option available. Report alone probably not gonna serve the purpose of my requirement. Custom process to capture separately probably the only option. 

       

      Much appreciate if anyone can share any work has been done previously on this type custom process calculation that taking account of the working hours, status and queues.