Hi All
Do we have mechanism in ServiceNow which rates the ticket quality, it could be Pass/Fail or rating scale.
Overall idea is to understand if the ticket was properly handled by the agent
- Acknowledged with proper notes
- Has the agent articulated the work notes/customer visible comments in a professional way pointing out issue and plan of action
- Ticket state i.e. In-Progress, Pending, is it in relevance with work notes and just not using Pending to Pause the SLA
- Resolution comments, articulating what had been done to fix the issue and just not closing the ticket
- Use of proper BS/CI, category etc
This are couple of checkpoint and not limiting to the above as there could be more, please guide if there could be anyways to track the quality.
