How to Calculate Audit Scores for Incident Tickets Based on Field Completion?

[HarikaNakhate]

I'm looking to implement an audit scoring mechanism for incident tickets in ServiceNow. The idea is to assign a score based on whether specific fields are filled or not—for example, deducting points if mandatory fields are left blank.

Is there a built-in feature or best practice in ServiceNow (like using Business Rules, Script Includes, or Performance Analytics) that can help automate this kind of scoring logic? Any guidance or examples would be greatly appreciated!

[Dr Atul G- LNG]

Hi @HarikaNakhate 

“There is no out-of-the-box way to do this, but I’m thinking you can build something similar. For example, in Change we have a risk assessment, and you could apply the same approach in Incident. This would mean creating a UI page and asking the user to answer a set of questions, then using those responses to calculate a score. You would need to define thresholds, such as minimum or maximum values, and then build the solution accordingly. Another option is to create a survey, trigger it to the internal team, and use the collected data to perform the score calculation.

[HarikaNakhate]

Thank you for the suggestion!

I understand the approach using a UI Page or survey could work, but I’m exploring a more streamlined solution. Instead of building a UI Page, I’m considering leveraging Performance Analytics indicators with scripted logic to calculate scores based on a few peer review questions. This way, we can define thresholds and visualize the results directly on a dashboard without additional UI components.

Let me know if you’ve seen this approach used effectively elsewhere or if you have any recommendations on refining it.

[Dr Atul G- LNG]

Hi @HarikaNakhate 

“Technically, you’re going to use some table to run the PA indicator, where you can apply any logic or calculation. But the first question is: how will you get the data? Are you planning to use an out-of-the-box field, or something like a survey or a UI page? That’s the key question here. Once you have the data, PA is the best way to perform any kind of calculation