Quality Audit HRSD tickets

Janne47
Tera Contributor

3 weeks ago

Hello,

We have a request to build a framework in our HR portal for 15% of non-critical transactions to be route for auditing to help improve the quality of solutions offered. Things to be audited could include whether it was assigned to the right group, resolved on first attempt, correct information has been provided.

 

We have been struggling to find a solution that would allow a % of cases to be provided, as well as percentages of cases for different countries or regions.

 

From what I have seen in other questions there doesn't seem to be a clear, known answer as to how to automate this. 

 

Hoping someone can help us move this to a solution for our internal client!

 

Thanks!

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Sabrina Ethridg
ServiceNow Employee

3 weeks ago

I would try to use Performance Analytic Indicators with Breakdowns for country and region.  You probably have to do an Automated Indicator to get a summary of non-critical closed cases for the previous week/month and then use a formula indicator to pull 15% of those cases.   If you need a specific % of cases for country and region, you might be able to build additional formula indicators.