Reporting on all Incidents "touched" by a set of individuals

[daburges]

Hello all,

I am doing some metrics for members of my organization, we primarily track work done by a team via individual rather than assignment group. Therefore, when i check if an incident has been touched by a team I check if it was every assigned to a member of that team (which is a reference field that connects to the user table) .  

Recently, my co-worker requested a report on the number of incidents touched by the Help Desk team.

What I want: The requirements of the reports are relatively simple, just a single score for the number of incidents touched by our Help Desk team. This means any tickets that were either resolved by the team or were simply escalated, AKA assigned to another individual.

My initial attempts have been revolving around the Assigned to Duration Metric found in the [metric_definition] table. However, this metric creates a new instance every time an incident is assigned to the individual so if the incident was assigned to the same person twice or 2 different people on the team then data quality will be compromised since that will create two instances for a single incident.

Can anyone think of a way to get the distinct number of incidents a group of individuals has touched without duplicates?

Thank you for your time and patience.

[daburges]

The Latter,

this is a one-time calculation that a co-worker needs for an upcoming meeting but PA is good for having the data available and re-usable. I want somethig I could put in a dashboard with out calculation numbers for my co-worker to use in a dashboard

[Michael QCKM]

Why isn't this an OOB Function of ServiceNow? They've been doing ITSM for years, and everyone needs to measure how many Incidents a user has handled in a day/week/month to see if Agents or teams or groups are performing.  I'm appalled that this is not something already calculated. (I've been looking and looking and have only found your questions.... no answers from the vendor... silly)

[swift]

I agree with Michaela-- Why isn't this an OOB Function at this point?  It's a basic requirement for every customer support situation I've ever worked with.  Every agent manager wants to know how many INC a user has touched.  I keep coming back and searching for a better answer every few months.

[Michael QCKM]

<sadface> I do the same... month after month... looking to see what's been changed. FULL, actual KCS should be OOB by now.

[Timothy Onyskin]

I can answer that question, though not officially as I do not work for ServiceNow.

Answer: ITSM tools are meant to track the tickets through their life cycle and are not meant to be time tracking tools.  Both BMC and ServiceNow will tell you that the tools should not be used like that (ITIL doesn't have a KPI for that either).  Unfortunately, many companies us the metric you are talking about to see if people are performing or doing their job.  Many companies even have it rolled into a Service Desk metric or the merit increase structure, but this creates bad behavior.  Just because I touched a lot of tickets or if I sat on a ticket for a long time "working it" doesn't mean that it represents my actual productivity.  It would be like someone saying (and I know HDI says you should, but remember they are talking about Help Desks and not Service Desks) that you should measure the Service Desk on the number of tickets they touch, the number of calls they answer, or their talk time (big one that people get wrong a lot).  That causes people to bounce tickets, take a call and if it is going to be long... accidentally... get disconnected from the call (and don't call back).

I hope this makes sense and gives a little insight on why this is not, and should not be, an out of box report and is really is not a good metric to track in your company (make sure to think about the ramifications).