Hi ServiceNow Community,
I’m part of our quality team, and we’re trying to make ticket auditing easier. Right now, we manually review things like work notes, metrics (like how long a ticket was in each state), and other ticket details to check how well our team handled issues—like response times, communication, and resolution steps. It takes a lot of time to pull all this info together and analyze it for patterns, like whether agents followed up quickly or documented everything properly.
Is there a feature or tool in ServiceNow that can help us pull this data (work notes, state changes, timestamps, etc.) into a report or dashboard for audits? Ideally, something that could give us a quick summary of what went well and what needs work without digging through each ticket manually? I’m not very technical, so I’d love to hear about simple options or setups that have worked for others. Bonus points if it can flag things like long delays or missing notes!
Anything which is consuming an LLM model to do ticket audits using all the info available in the ticket.
