Auditing / Quality checking tickets

Adam Robbins1 · ‎07-09-2019

Hi,

Is anyone using a solution in ServiceNow to track quality checks / audits of tickets?

Our Service Desk would like to start doing this for their Incident and Request tickets and was wondering if there was a way to track the quality checks in ServiceNow. By quality checks, it means that a person would pick some tickets at random for an individual and go through them to ensure proper information was captured.

Thank you,

Adam Robbins

TrevorK · ‎07-09-2019

We had an area ask to do this and we created a "Survey Scoring" system based on peer review. Each month we would grab a random sample of tickets and create an entry for each in the "Survey Scoring" table. We would then randomly assign people to "grade" them based on a series of questions. There was a somewhat complex grading formula they wanted applied (for example you could actually lose points and end up with a negative score) so every time there was a save to the survey it would calculate a new score. Management then used these scores.

We were tempted to use Survey / Assessment but found it was not an exact fit and we did not want to "hack" it because we use Survey/Assessment for it's true intended purpose and do not want to alter that.

It all sounds great on paper but when that specific manager left they suddenly seemed to stop using it. I never looked at the results since it is not my data / place, but I suspect peer review made it tough to be objective in some of the questions where it was an opinion based answer.

If you are looking for something similar it is relatively easy to setup all on your own. You'll need a table to hold the answers to the grading question(s) and the score that are derived. You then have a scheduled job run periodically to create these entries and assign them out. Apply some ACLs so that only the appropriate people can see the scores and you're done. I do strongly recommend the automation of ticket selection to avoid cherry-picking of "good" or "bad" calls by a user - we all have biases and a system like this needs to recognize that and not ignore it.

If you have any questions I would be happy to help!

View solution in original post

Alexander Grisb · ‎07-09-2019

https://www.servicenowguru.com/scripting/returning-random-records-gliderecord/

See if this helps you.

Hope this answer helped or solved your problem. If so, please mark as 'Helpful' or 'Correct'. Thanks!

Alexander

Adam Robbins1 · ‎07-16-2019

Thanks Alexander!

TrevorK · ‎07-09-2019

We had an area ask to do this and we created a "Survey Scoring" system based on peer review. Each month we would grab a random sample of tickets and create an entry for each in the "Survey Scoring" table. We would then randomly assign people to "grade" them based on a series of questions. There was a somewhat complex grading formula they wanted applied (for example you could actually lose points and end up with a negative score) so every time there was a save to the survey it would calculate a new score. Management then used these scores.

We were tempted to use Survey / Assessment but found it was not an exact fit and we did not want to "hack" it because we use Survey/Assessment for it's true intended purpose and do not want to alter that.

It all sounds great on paper but when that specific manager left they suddenly seemed to stop using it. I never looked at the results since it is not my data / place, but I suspect peer review made it tough to be objective in some of the questions where it was an opinion based answer.

If you are looking for something similar it is relatively easy to setup all on your own. You'll need a table to hold the answers to the grading question(s) and the score that are derived. You then have a scheduled job run periodically to create these entries and assign them out. Apply some ACLs so that only the appropriate people can see the scores and you're done. I do strongly recommend the automation of ticket selection to avoid cherry-picking of "good" or "bad" calls by a user - we all have biases and a system like this needs to recognize that and not ignore it.

If you have any questions I would be happy to help!

Adam Robbins1 · ‎07-16-2019

Thanks TrevorK!