Creating Metrics for Tracking Intake and Outtake in ServiceNow 

Tracking the flow of tickets is essential for maintaining smooth operations and ensuring timely resolution of issues for any organization. Businesses often feel the need for accurate metrics to monitor ticket intake and outtake. This blog post will shed light on how to create metrics for tracking intake and outtake in ServiceNow. 

The Challenge

Effective ticket management is an important aspect of  operational efficiency. At Mobiz, it was needed to track tickets assigned to a group and those moving out of the queue. 

The Solution

For this purpose, specific metrics were created in ServiceNow that capture these events. Creation of metric helps to monitor both workload and performance. 

Defining Metrics 

First of all, we identified three key events to track. These are: 

• Intake: When a ticket is assigned to any Mobiz group. It also includes the tickets that are reopened. 

• Outtake: When a ticket is closed or is reassigned away from Mobiz. 

• Active: The current number of tickets assigned to Mobiz.  

Implementation 

Step 1: Create Metrics 

1. Intake Metric: The first step in metrics creation is to create an intake metric.
   

2. Outtake Metric: The next step of metrics creation is to create outtake metric.
   
    
3. Define Metric to track Active Incidents:

The “Reassigned to Mobiz Group” metric in ServiceNow tracks incident tickets reassigned to Mobiz IT. It first checks the ‘assignment group’ field. After that, based on the conditions, it creates or updates metric instances. This metric records the start and end times of these assignments and makes sure that accurate reports are generated on the activity and status of tickets involving the Mobiz Group. 

Step 2: Defining Business Rules 

Business Rules were used to automate the creation of these metrics based on specific conditions. These business rules ensure that there is an automatic creation of metrics whenever a ticket is assigned to Mobiz, reopened (Intake), closed or reassigned (Outtake). 

Business Rule for Intake Mobiz

• Trigger: When a ticket is assigned to Mobiz or any Mobiz ticket is reopened. 
• Action: Create a metric instance of “Intake Mobiz” against a ticket.
  
  

Business Rule for Outtake Mobiz

• Trigger: When a Mobiz ticket is closed or reassigned away from Mobiz. 
• Action: Create a metric instance of “Outtake Mobiz” against a ticket. 

Conclusion 

Implementing these metrics in ServiceNow helped to accurately monitor and track the tickets coming into and going out of the queues. This step serves as the foundation to create detailed reports and enhance the process of managing tickets. In the next blog post, you will see how to use ServiceNow Performance Analytics and create detailed reports from these metrics. 

If you want to learn in detail about metrics implementation in ServiceNow, get in touch with us today!