Finding definition examples

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Finding Definition Examples

    This guide provides practical use cases for defining finding definitions in the ServiceNow Platform to analyze and optimize business processes. It includes specific configurations to track incidents and their transitions between groups, SLA breaches, and task creation delays, enabling users to improve workflow efficiency and incident resolution times.

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    Key Features

    • Record Bouncing Between Groups: Identifies incidents that are reassigned between different groups, allowing for better tracking and management of assignments.
    • SLA Breach Tracking: Highlights records in the 'New' state that experienced SLA breaches, helping to identify areas for improvement in SLA adherence.
    • Task Creation Timing: Monitors the time taken to create tasks after an incident reaches the 'Work in Progress' state, aiming to ensure prompt task initiation for faster resolution.

    Key Outcomes

    By implementing these finding definitions, ServiceNow customers can expect to:

    • Gain insights into the efficiency of group assignments and incident handling.
    • Enhance SLA compliance by identifying records at risk of breaches.
    • Reduce resolution times by ensuring timely task creation in relation to incident progress.

    The finding definitions use cases are described below.

    Use case 1a: Record bouncing between groups. Analysts often want to identify records that go from a particular group (for example service desk), then reassign to another group, and eventually resolved by the initial group again.record bouncing between groups

    In case the initial group is known, use the following finding rule: Message and category.
    • Start condition table config: incident
    • Start condition
      • Name: group name, for example, Service Desk
      • Condition type: Field/value condition
      • Field = Assignment Group
      • Predicate = Is
      • Field value = Service Desk
      • Occurrence(s) to match: first only
    Relation: eventually followed by
    • End condition table config: incident
    • End condition
      • Name: group name, for example Service Desk
      • Condition type: Field/value condition
      • Field=Assignment group
      • Predicate= Is
      • Field value = Service Desk
      • Occurrence(s) to match: last only
      • Track duration: true

    Use case 1b: In case all bouncing records between groups with similar initial group must be identified, use the Message and category finding rule.

    • Start condition table config: incident
    • Start condition
      • Name: Assignment group is anything
      • Condition type: Field/value condition
      • Field = Assignment group
      • Predicate = Is anything
      • Occurrence(s) to match: first only
    Relation: eventually followed by
    • End condition table config: incident
    • End condition
      • Name: Assignment group is anything
      • Condition type: Field/value condition
      • Field=Assignment group
      • Predicate=Is anything
      • Occurrence(s) to match: all
      • Track duration: true
      • Relation constraint: Has the same assignment group

    Use case 2: SLA breach. Show all records that were in the state New, while the SLA breach happened.SLA breach flow

    After you give the finding definition a message and category, specify the finding rule as follows.
    • Start condition table config: incident
    • Start condition
      • Name=state
      • Condition type: Field/value condition
      • Field=State
      • Predicate=Is
      • Field value=New
      • Occurrence(s) to match=first only
    • Contextual condition:
      • Name=SLA breach
      • Finding Def= Add the finding def message
      • Condition type= Contextual field/value condition
      • Field=Made SLA (make sure you have Made SLA defined as activity definition in your project)
      • Predicate=is not
      • Field value=true
    • Relation: directly followed by
    • End condition table config: incident
    • End condition
      • Name: State
      • Condition type: Field/value condition
      • Field=State
      • Predicate=is
      • Field value=Work in progress
      • Occurrence(s) to match=first only
    • Contextual condition:
      • Name=SLA breach
      • Condition type= Contextual field/value condition
      • Field=Made SLA (make sure you have Made SLA defined as activity definition in your project)
      • Predicate=is
      • Field value=true
    • Track duration: true
    SLA breach

    Use case 3: Longer than six hours between parent state Work in Progress and task creation. The resolution time or records often depends on the completion of one or more tasks. To improve the solution time of the main record, it’s therefore important to start the tasks as quickly as possible after the main records reached the Work in Progress state. In this example, the user wants to find all records where it took longer than six hours to create the underlying tasks after the main record went into Work in Progress. After giving the Finding definition a message and category, specify the finding rule as follows.

    • Start condition table config: Parent, for example incident
    • Start condition
      • Name: First occurrence of Work in Progress
      • Condition type: Field/value condition
      • Field=State
      • Predicate=Is
      • Field value=Work in progress
      • Occurrence(s) to match: first, only
        • Relation: eventually followed by
        • End condition table config: incident task
        • End condition
          • Name=incident task start
          • Condition type=Process start
            • Constraint: Minimum duration is 6 hours
            • Track duration: true finding definition occurrence
    finding rule specification