Change Success Scores - Incorrect Calculations

[Andrew Bettcher]

Hi - I've added some new indicators to the Change Success Score dashboard and the overall formula metric that calculates the daily score.

One is for P4s caused by change and it is exactly same as the OOTB P1, P2 and P3 indicators except it is for P4s and carries a weight of -1. The other is for disruptive changes which carry a weight of -20. We know will be double counting in some cases.

Last night I set up 3 new tickets related to changes for the indicators pick up over night and, it did. However, the score of the team I used dropped by 43 instead of 63. It seems to be not including one of the "disruptive" incidents BUT, all three appear in the "Show Records" section.

My question then, is, what can I check to find out how the calculation was processed? It should be simple on the face of it but there is clearly something not working properly.

[lisa52smith · Accepted solution]

To troubleshoot the Change Success Score discrepancy, you should:

Verify the calculation formula, ensuring it includes the weights for P4s and disruptive changes.

Check the configuration and data integrity of the new indicators.

Review logs or audit trails for discrepancies.

Create additional test cases to confirm the calculation works as intended.