ServiceNow Assignment Group Workload and Routing Audit
Find overloaded groups and misrouted tickets.
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Audit workload. For each assignment group: tickets received, resolved, reassigned out, open, average handling time, and staff headcount: [GROUP_DATA]. Separate capacity problems from routing problems. Table by group with tickets received, resolved, reassigned out, open at the end, staff count, tickets per person per week, reassignment-out rate, and net backlog change (received minus resolved). Worked row: received 420, resolved 380, backlog change +40, staff 8, so 52.5 received per person. A backlog growing for four weeks signals a capacity problem to raise with managers. Read 20 sample reassigned tickets and classify (wrong category chosen, unclear ownership, needs a skill the group lacks). Recommend routing changes, categories to clarify, cross-training and a pilot. Define a weekly dashboard with backlog trend, oldest ticket and reassignment rate. Terminology and options depend on the version and on local customisation, so mark unconfirmed items [VERIFY] before I rely on them. Rank the groups by urgency of action, and say which finding needs a manager's decision and which the groups can fix themselves. Keep the cross-training suggestion specific to the skills that tickets were reassigned for.
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