Priority Incidents Report

[DAT8383]

Hello,

How would I create a report that would show how many Priority incidents (3 - Medium & 2 - High) are paged to our team, in addition to try and show their relevancy or appropriateness of those Priority incidents?

The ServiceDesk takes a ticket and assigns to our team as Tier 1 Support and has the ability to page us depending if it affects patient care or not. We receive the ticket and depending on if it's a "how to" ticket, we might resolve it, or if it's a break/fix, we reassign to the next team, which is Tier 2 (the break/fix team).

I'm reaching out for assistance because I'm unsure how to account for the Priority tickets that are paged to us, and we have a hand in working the ticket, but aren't the team that always resolves the incident, so how can I create a report that shows our volume of Priority incidents that are paged to us being Tier 1 support, that we don't always resolve but that we touch/have a hand in the ticket resolution/analysis, AND also show what the incident is about? Time period is over the last year.

I've created a few reports, but not liking what I've come up with. Any ideas?

[JP - Kyndryl]

Hi Dat8383,

Assuming you have SLAs in place for your incidents, 

I would implement the "SLA Breakdown by Assignment":

https://docs.servicenow.com/bundle/tokyo-it-service-management/page/product/service-level-management...

So, you can then report with the   sla_breakdown_by_assignment   table.

[DAT8383]

Hi JP, 

You wouldn't have a screenshot of how to build that  possibly?

[JP - Kyndryl]

Hi Dat8383,

Instructions are here:   https://docs.servicenow.com/bundle/tokyo-it-service-management/page/product/service-level-management...

OOTB, there is already one definition there for Incident's SLAs:

You only have to attach your SLA definitions under the "SLA Definitions" tab.

ex.:   If you add your "Incident P1 Resolution (4 Hrs)" sla definition under that tab,  assignment_group and assigned_to changes will be logged in the sla_breakdown_by_assignment table for all P1 resolution and you will be able to report from that table.

[DAT8383]

Hi JP,

Thank again for your replies, I do appreciate it!

However, I do not have access to SLA breakdowns.

Is there any other way to build this that shows all priority tickets paged to our team that we touched - whether our assignment group resolved the incident , or we reassigned it to another team?

We are trying to gather what our true volume of paged priority incidents that we touch, but that we aren't necessarily always the team to resolve the incidents since we are Tier 1 Support and sometimes the incident passes through many hands/teams before it gets resolved. 

Here is what I have, but it's not clean, and really doesn't account for the many other application teams we have:

1. User calls the Service Desk, Service Desk reassigns incident, if they cannot resolve within their scope

2. Incident gets assigned to us, M Health EHR/HIT Support, we are the "how to"/workflow team (Tier 1)

3. If not "how to"/workflow related, it gets reassigned to the "break/fix" team, which is Application Support and Solutions "ASST" (Tier 2)

4. Tier 3 is the various application teams, they are the builders 

So, this is what I have:

Click here: 

Opens to this, and I added columns I thought could also show appropriateness of the incidents, whether or not they should have come to us in the first place:

Expanding the filter:

In summary, the reason I'm trying to gather this kind of data is many times something is paged to us and ultimately, we are in the middle person and it should have gone to another team, so not only do I want to show volume of how many tickets we "touch", but their appropriateness. But, what I built doesn't account for those incidents we touched but weren't resolved in our name. And those incidents under the ASST hyperlink, well, without going into the incident myself, it doesn't exactly show which ones was actually paged to us at any point. 

Also, I did try to build the report off the incident SLA table but it created duplicates, so I had to work off the incident table instead. 

I hope this clarifies things more and hopefully there is another better way to do this?

Thank you in advance!

~ D