Hello Jocelyn,
Take a look at Metrics Definition:
http://wiki.servicenow.com/index.php?title=Metric_Definition_Support#gsc.tab=0
Metrics allow you to track how long a field is in a particular state, and how many times it changes along the way.
Then, you can report on the Incident Metric table on those changes using the out-of-box reporting engine.
If you want to get a slightly more advanced report, you can use Explore Analytics to do some calculations.
Here's a live report I created to show what % of incidents had their severity changed at least once:
And then I right clicked on the % unchanged cell to create a scorecard:
The scorecard above will now track that metric on a schedule so we can see if we're improving or not improving.
Hello Jocelyn,
Take a look at Metrics Definition:
http://wiki.servicenow.com/index.php?title=Metric_Definition_Support#gsc.tab=0
Metrics allow you to track how long a field is in a particular state, and how many times it changes along the way.
Then, you can report on the Incident Metric table on those changes using the out-of-box reporting engine.
If you want to get a slightly more advanced report, you can use Explore Analytics to do some calculations.
Here's a live report I created to show what % of incidents had their severity changed at least once:
And then I right clicked on the % unchanged cell to create a scorecard:
The scorecard above will now track that metric on a schedule so we can see if we're improving or not improving.
