ServiceNow Incident Backlog, Ageing and Reassignment Audit
Find stuck incidents and the causes.
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[VERIFY] is an editorial flag, not a blank to fill. Wherever the prompt shows [VERIFY], check that item against a reliable source before you use it.
Audit the incident queue. Export of open incidents with number, priority, category, assignment group, opened date, last update, reassignment count and state: [INCIDENT_EXPORT]. Today's date: [TODAY]. Show open incidents as a matrix of priority against age band, those with no update for 3 days, incidents reassigned more than twice (a warning sign; list the pairs of groups that most often pass tickets back and forth), the oldest incident, the ten oldest with days since last update, and mean time open, with arithmetic. Separate waiting for the user from waiting on us. Recommend a routing change for the top two categories, a daily review of incidents with no update for 3 days, a message to users for incidents waiting on them, and a clean-up checklist; do not close tickets automatically without notice, and say which tickets should never be bulk closed. Terminology and options depend on the version and on local customisation, so mark unconfirmed items [VERIFY] before I rely on them.
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