Hi ServiceNow Community,I’m part of our quality team, and we’re trying to make ticket auditing easier. Right now, we manually review things like work notes, metrics (like how long a ticket was in each state), and other ticket details to check how we...

How can we put in a feature where we can ensure service desk / resolver teams are not using the suspend field for no genuine reason (no dependency on customer to resolve the issue) and we can track the usage of the same.