Best Practice Advice

[lynnrhardy]

Hi!

I'm looking for best practice advice. We have a centralized Tier I support group and have frequent issues with misrouted incident and request tickets. The business frequently asks our administration group to modify ServiceNow to help alleviate those issues because the support group continues to make similar mistakes. My first response is to fix the problem at the source, which isn't in the system. What are your thoughts?

[lynnrhardy]

Yes, that's how we have it set up. They have to select the right category, subcategory though.

[sachin_namjoshi]

Hi

There are many pointers to avoid misrouting of incidents.

Instead of asking Tier 1 support to route incident, you can configure Assignment Data lookup rules as per your category, subcategory and CI.

System Policy --> rules --> Assignment lookup rules.

Also, resolver groups can create KB articles so that Tier 1 support groups can search this KB articles for routing incidents correctly.

Regards,

Sachhin

[lynnrhardy]

To clarify, the business was asking us to write a script to fix incorrect data entry. EX: if a group selects a certain category, subcategory, detect this and fix it with a script. I didn't mention that originally.

We revisited who was misrouting and why there were data entry mistakes. We're going to try to address this by modifying the categories and subcategories and following up with release notes that include instructions.

Hopefully, that will reduce data entry errors and misrouted requests and entries.

[sachin_namjoshi]

Hi Lynn,

You can write and run fix script for this data fix for fixing existing data.

Regards,

Sachin