Ticket Quality Audits in Service Now

[rajkumarbir]

I am manually checking the quality of the Incident, Change, Service request tickets to know how the ticket has been handled. This manual activity is time consuming, we have a set of parameters on what to check in a ticket, any way we can automate this in SNOW? or any other tool which we be integrated with SNOW to check the quality of the tickets? 

[Vishal Jaswal]

Hello @rajkumarbir 

Until and unless you don't share the quality parameters, the community won't know how to assist here. 

For example, if in Incident one of the quality check is to ensure Short Description adhere a specific standard then such logic can be developed in Flow or scheduled jobs and can be seen in Dashboard.

[rajkumarbir]

As you mentioned in the example, short description, main description, resolution notes, whether agent used 3 strike rules properly, did he got user confirmation of the resolution etc... 

These are some examples for incident ticket, like wise we will have different check parameters for problem, Change, Service request tickets.