Help Desk- Table to use to Capture all triaged tickets.

[Tfnhodgi]

Hi all,

I’ve been tasked with retrieving all tickets and tasks processed by the Help Desk. I’ve come close by using the [task_time_worked] table, but I’ve noticed a gap—it doesn’t capture when the Help Desk triages an RITM. While it does show RITM tasks, the RITMs themselves are missing.

I suspect this is because we’re assigning RITMs directly to users for work, rather than handling them as intended. Has anyone encountered this issue before? If so, how did you provide the necessary data to the Help Desk Lead?

Appreciate any insights!

[Mark Manders]

If you are directly assigning users to RITMs, you can query on the users, right? If they are member of the Help Desk, it's their task, if not, it's not?

[Tfnhodgi]

Hi Mark,

The Helpdesk might only have the ticket, task, or RITM for a brief period before being triaged to another group. I was wondering if there might be a more suitable table than [task_time_worked] for tracking this, or if there’s a way to enable RITM tracking within this table. Would I maybe need to create a database view?
Here is a screenshot of the report.

[Mark Manders · Accepted solution]

If the requirement is to have all tickets that at one point or another have been assigned to the Helpdesk (I can't see any reason why this would be of use, so please also challenge the requirement itself), you could leverage metrics. Create them per table or on the task table over-all. You can look at the OOB 'Assignment Group' Metric Definitions as example. The use of metric definitions is to calculate the duration, but it will also give you the numbers when you create reports on them.

If you have OLAs available (internal SLA), you can also use the task_sla records to report on. That way you will have value from the report, because it also tells you how long they have been really working on it. That may make more sense than just a random number of tasks that doesn't even tell you how long it was with them.

Time worked was a big mistake from ServiceNow when they implemented it. It will never tell you anything useful, because it either runs automatically (and can still be changed) which doesn't make sense, because if I open a ticket it starts running and if I close that browser eod it shows me working on that ticket for 8 hours, while I only opened it in the morning. 
And having people fill it themselves, doesn't work, because people forget or fill in wrong data.

[JR1]

Task_SLA generates a lot of duplicate records, sometime more, any way to filter out with a proper grouping. Grouping on the Task field, just does not provide the proper visual.