Hi all,
I’m part of the quality team, and we’re looking to simplify our ticket audit process. Right now, we manually review work notes, state changes, and sla timeline to assess response times, documentation, and resolution quality.
Is there a way in ServiceNow to pull this data into a report or dashboard for quick audits? Ideally, something that can highlight delays, missing notes, or other gaps, bonus if it uses AI or LLMs to summarize or flag issues automatically.
Would love to hear what’s worked for others.
