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

Tfnhodgi · ‎02-04-2025

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 · ‎02-07-2025

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.

Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark

View solution in original post

Mark Manders · ‎02-10-2025

It shouldn't be creating duplicates unless your SLA Definitions aren't setup correctly.

If they are setup as expected, you would just be able to sort on the ones you need to see.

Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark

Tfnhodgi · ‎02-11-2025

Hi Mark, I guess I should of mentioned what lead me down the Time worked table. It was because Help desk never assigns most of these tickets to themselves (at any time). It was my understanding every time the ticket is saved it creates an entry in the time worked table. We wouldn't be looking at the time just the unique entry.

Tfnhodgi · ‎02-11-2025

It looks like it does show RITM. I am not sure why I did not see this last week.... I just wanted to give you an update Mark. Thanks for your time.