How to measure the ticket assignment accuracy from service desk

Aishwarya_rao
Tera Contributor

‎03-05-2025 01:33 AM - edited ‎03-05-2025 01:38 AM

Hi, 

We are looking for a metric which helps us to identify the assignment accuracy of incident tickets from service desk to the respective teams. Can you suggest any measures on how we can achieve this in ServiceNow. We are aware of the incident reassignment count metric but looking for some other better solution. 

Kindly suggest. 

Thanks 

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Najmuddin Mohd
Mega Sage

‎03-05-2025 02:28 AM

Hello @Aishwarya_rao ,

I believe reassignment count is the best approach. Having a value of 2 will give you all those tickets with the perfect assignment. Greater than 2 is where the it missed.

Can you provide any scenario or edge cases where reassignment count is not working.


If the above information helps you, Kindly mark it as Helpful and Accept the solution.
Regards,
Najmuddin.

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Aishwarya_rao
Tera Contributor

‎03-06-2025 05:57 AM

Hi @Najmuddin Mohd 

Thanks for your input, I haven't tried the reassignment count approach instead was looking if we have any other solution available. 

 

Thanks for your response. 

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