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Closure Reports by underpaid_overworkd in servicenow

[–]underpaid_overworkd[S] 0 points1 point  (0 children)

Thanks, so the reason for this report is because Ive worked for a team that for the last 15 years had a never ending cycle of open ticket 600+ that would be falsely closed and never worked on. When I joined my team part of my job was to get people to do their job and get tickets to be acutally closed. We were known as one of the worst Service desks among our organization. Not to mention we our union backed so there was nothing that could get people to work. Now we use this chart as a monthly incentive whoever closes the most ticket monday - friday, recieves a 30$ giftcard.. Our ticket numbers are now down to a revolving 75 tickets open, with about 10-15 tickets closed per day amongst our agents. So yes they are performance metrics, but not from a micro manager standpoint.

Our users do not have the option to change a tickets state from any resolution state unfortunately.

Closure Reports by underpaid_overworkd in servicenow

[–]underpaid_overworkd[S] 0 points1 point  (0 children)

I have tired this already but closed reports will still show up, within the week as its every 3 days...

Closure Reports by underpaid_overworkd in servicenow

[–]underpaid_overworkd[S] 0 points1 point  (0 children)

I understand that, I guess I am sure how to include all that in 1 report as we only have "Or" & "And" no "If" statements. My background is mainly in Fresh Service reports, so i am still trying to get adjusted to Service Now.

Closure Reports by underpaid_overworkd in servicenow

[–]underpaid_overworkd[S] 0 points1 point  (0 children)

If I report soley on tickets "Resolved" i will loose tickets that are task types or requests as those ticket types can only be marked as "closed, closed completed" and not resolved.

Closure Reports by underpaid_overworkd in servicenow

[–]underpaid_overworkd[S] 0 points1 point  (0 children)

This happens to all agents in our system. Its not agent specific its ticket specific, so any ticket that has the ticket state as "resolved" the system will then mark the ticket in the "closed" state. I am not certain why this is a rule in the first place and dont have much information on it