Incident rating

[Monica Manohara]

Hello everyone,

We are trying to implement incident rating system to perform quality check on incidents.  Could this be done using ServiceNow OOTB? what kind of metrics can be used to rate the incident? Kindly provide me ideas on this.

[AnubhavRitolia]

Hi @Monica Manohara 

Do check the below community link:

https://www.servicenow.com/community/itsm-forum/incident-quality-review-in-sn/td-p/872662

[Rahul Kumar17]

Hi Monica,

Yes, it is possible to implement an incident rating system using ServiceNow OOTB features. Here are some steps and ideas to get started:

1. Create a new field on the Incident table called "Rating" with a data type of "Choice". Define the rating options such as "Excellent", "Good", "Fair", "Poor", etc. that you want to use to rate the incidents.

2. Create a new business rule to set the default value of the "Rating" field to "Not Rated" when a new incident is created.

3. Create a new form for the Incident table that includes the "Rating" field and make it available to the users who will be rating the incidents.

4. Create a script that will calculate the overall rating for an incident based on the individual ratings that have been submitted by the users. This can be done using a number of metrics, such as:

   • Average rating: Calculate the average of all the ratings submitted for an incident.
   • Majority rating: Determine the rating that has been submitted by the majority of users and use that as the overall rating for the incident.
   • Weighted rating: Give more weight to the ratings submitted by users who have a higher level of expertise or responsibility.

5. Create a scheduled job that runs periodically to update the overall ratings for all the incidents in the system.

6. Create reports or dashboards to monitor the overall rating trends, identify the incidents with the highest and lowest ratings, and track the progress of any improvement initiatives that are implemented based on the feedback received through the rating system.

Remember to communicate the purpose and benefits of the incident rating system to your users and provide clear instructions on how to use it. You can also consider providing incentives or recognition for users who consistently provide high-quality ratings.

I hope this helps!

Thanks,

Rahul Kumar