Reporting on self service ticket

[abraham_simons]

Hi All,

I am new to service now.   I manage two service desks, However there is a challenge I face with reporting and none around me seem to have an answer.

60% of the tickets are raised through Self service . Self service ticket is assigned to our queue. The queue manager assigns it to the individual.

After that 80%   are reassigned to RG. I am trying to fix accountability on mis-routing and CSAT where agents are responsible.

Unfortunately I am unable to pull report at agent level. since the first assignment is the queue and later its SD agent followed by multiple RGs.

Please can you help me with a query to pull accurate data.

Warm regards

Abraham

[Mwatkins]

Hi Abraham,

So, if I understand your request correctly you want to do some reporting based on the original assignment group of a "ticket". Can you clarify if by "ticket" you mean an "incident" or maybe a "call" (Service Desk Call)?

I imagine you want something like:

# of tickets assigned to SD but re-routed later by Service Desk Agent

# of tickets assigned to SD total by Service Desk Agent

# of tickets assigned to SD but re-routed later by Service Desk Queue Manager

# of tickets assigned to SD total by Service Desk Queue Manager

The first thing that comes to my mind is using the Metrics feature to do this - although Platform Analytics may be better. Here's how other folks have approached this challenge:

Report on assignment group changes

report for assignment group

Reporting -- Assignment Group   (this one is not marked answered but has some good discussion)

I think what I would try to do is use the out-of-box Metric Definition that tracks changes to Assignment Group and use the Reassignment Counter to see all metric_instance records where Metric Instance.Value = <my group> AND Reassignment Counter > 0 AND Metric Instance.Incident.Assignment Group != <my group>

http://wiki.servicenow.com/index.php?title=Metric_Definition_Support

Can someone explain the Reassignment Counter?

[abraham_simons]

Hi Mathew,

Many thanks for the response.   There are no challenges with reporting on tickets (incidents & SRs) logged through phone or emails.

You are right, I need report "by service desk agent" on Resolved and Rerouted.

I want to check each individuals FTF and perform analyses.on wrong reassignment.

The challenge in reporting occurs if the ticket is logged through Self Service portal. I will try to give a clear picture.

1. User logs the ticket through self service portal.

2. The ticket is assigned to SD - "xyz group"

3. SD queue manager assigns the ticket to the agent.

4. Agent either works on it or reassigns.

5. Ticket then could get reassigned multiple times,

I need to pull report on SD agents who   first worked on it after it was assigned by the SD queue manager.

The links posted, I guess provides solutions to reporting related to assignment groups but not at agent level

Please can you suggest a solution to this.

Thanks for all the help.

Warm regards

Abraham

[Mwatkins]

Actually, the suggested approach could be used to filter on the agent level. Here is how I did it in my instance.