Using the SLM Team Assignment report to track time by assignee or support group

The SLM Team Assignment report allows you to track time by support teams and is useful for internal reporting purposes. You can create internal OLAs (operational level agreements) to track how long a support team spends on a request. When a request is reassigned from one group to another, the OLA can keep track of how long each team worked on the request using the contents of a field specified in the data source. The goal time is not reset when the request is reassigned.

Scenario: Using reports to track time by assignee

Mike Manager wants to get a better understanding of how requests are being handled by his team and needs a report that shows how much time each team member spends on a request.

The SLM Team Measurement report will allow Mike to see how long Francie and Bob spent on the request. For example, a request is assigned to Francie Frontline at 2 p.m. with a resolution goal time of 2 hours. Francie works on the request and reassigns it to Bob Backline at 3:15 p.m., after the 3 p.m. milestone for Francie has triggered. The request is closed, recording that Francie spent 1 hour and 15 minutes on the request. The request is reassigned to Bob at 3:15 p.m. The measurements continue and the goal is not reset, so Bob has to complete the request by 4:00 p.m. to prevent missing the goal.

To use the SLA Team Assignment report to track time by assignee or support group

1. From the Application Administration Console, click the Custom Configuration tab.
2. Go to the application setting: Service Level Management > Configure Application Settings >Data Sources to open the Configure Service Target Data Source form
3. Select the data source you want to track team measurements against (for example, HPD:Help Desk).
4. Click the Request-Based tab.

5. In the Field Containing Record Assignment field, select the field you want to use for team assignment (for example, Assignee+).

   Warning

   Note

   If you do not want to use an existing field, you can create a custom field to hold the assignee or support group to which the record is assigned.

6. Click Modify Filter to rebuild the data source.
    A dialog box appears letting you know the process may take a few minutes.
7. Click OK to close the dialog box.
8. To check the status of the filter update, from the Data Source Settings section, click the Administration tab.
    When the Rule Build Status shows "Built Successfully," the process is complete.
   
   
9. Exit the Application Administration Console.
10. Now that you have updated one or more data sources to enable the calculation of team measurements, you must rebuild any service targets that use these data sources. This allows the workflow to be created to calculate the measurement for the service targets.
     For information on rebuilding service targets, see Rebuilding-request-based-or-availability-data-sources.
     For information on testing team measurement data you recently input, see Testing-team-measurements.
11. View the team measurement data using either of the following methods:
    • Run the SLA Team Assignment report.
       The new SLA Team Assignment report you created shows the individuals assigned to the incident and how much time each person worked on the incident.
       For more information on using reports, see Using-reports.
    • View the results in the SLM:TeamMeasurement form.
       From this SLM:TeamMeasurement form, you can view the amount of time each group spends on an incident request.
       For details on the team measurement form, see Viewing data on the SLM:TeamMeasurement form.