BACKGROUND

We currently run multiple reports to track our technician's workload, and use this information to assist with 1) load-balancing, 2) responsibility reassignment, and 3) hiring decisions. We have a number of custom reports for:

 

1. Request time spent by technician per month

2. Request count by technician per month

3. Change time spent by technician per month

4. Change count by technician per month

 

ISSUE

We are seeing that there is ALWAYS a descrepency between the time spent reports and the time documented in the requests. We are concerned that the time spent on tasks are not included with the time spent reports. For requests, we are having to do to compensate for this is enter time for each task twice (once in the task, and once in the work log. For changes we are having to do the same thing.

 

ENHANCEMENT REQUEST

1. Modify REQUEST time spent - If a request has a task assigned to it, and that task has been completed with Actual Start/End time, then that elapsed time should roll up into the request's time spent. Also, add a field that displays the ENTIRE time spent on a request.

 

2. Modify CHANGE time spent - If a change has a task assigned to it, and that task has been completed with Actual Start/End time, then that elapsed time should roll up into the change's time spent. Also, add a field that displays the ENTIRE time spent on a change.

 

3. Add a number of new REPORTS:

  a. REQUEST TIME SPENT BY TECHNICIAN - This report would show:

    - Request count

    - Task count

    - Total time spent (request/task)

  b. CHANGE TIME SPENT BY TECHNICIAN - This report would show:

  c. TIME SPENT BY REQUEST - this would be similar the TIME SPENT ON CHANGE report