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{ Reporting and Compliance / Task Management }

ServiceNow Agent Ticket Report

Reports on the open ServiceNow incidents that Ghost Agent Factory agents filed, by type, age, assignment group, and state, and on what changed in them during the last week.

What this agent does

This read-only agent reports on the ServiceNow incidents that Ghost Agent Factory agents created. It breaks the open incidents down by the agent that filed them, the kind of finding, priority, age, assignment group, and state. It summarizes what happened during the last week: incidents opened, resolved with a fix, resolved by the agent because the finding went away, resolved by a person without a fix, and reopened. It lists the open incidents nobody has updated within a set window and the open incidents that breached their SLA.

The challenge

Once agents file incidents automatically, nobody has a clear view of the whole queue. It is hard to tell which agents produce work that gets done, which ones produce incidents people resolve without acting, and which assignment groups never pick up what they receive. Service desk reports cover the whole instance, and nobody reviews the incidents agents filed.

The solution

The agent reads every incident the Ghost Agent Factory workflows filed and groups them the way a team lead would look at them. It reads the resolved-by field and the resolution code, so a fix, a duplicate, and a resolution without a fix count separately. It compares the last week with the weeks before it, so the team sees trends without building a dashboard. Provides one report per week on how the agent-filed work is moving.

Workflow

  1. 01

    Find agent incidents

    Find the incidents Ghost Agent Factory workflows filed, using the correlation ID prefix the ticketing agent applies.

  2. 02

    Break down the open queue

    Group open incidents by the agent that filed them, finding type, priority, age, assignment group, and state.

  3. 03

    Summarize the week

    Count the incidents opened, resolved with a fix, resolved by an agent, resolved by a person without a fix, and reopened during the last week, from the resolved-by field and the resolution code.

  4. 04

    Report

    Publish the breakdown, the weekly summary, the trend against earlier weeks, the stale incidents, and the SLA breaches.

Agent template 

# ServiceNow Agent Ticket Report

## Measurable outcomes

At the end of every week, the team knows how many agent-filed incidents are open, how old they are, which groups hold them, and what moved during the week. Track open incidents and the incidents opened, resolved, and reopened per week.

## Procedure

Run at the end of each week. Find the incidents Ghost Agent Factory workflows filed by the correlation ID prefix the ticketing agent applies, and ignore every other incident. Group the open incidents by the agent that filed them, the kind of finding, priority, assignment group, and state. Break them into age bands of under a week, one to four weeks, one to three months, and over three months. For the last week, count the incidents opened and the incidents resolved. Split the resolved incidents by the resolved-by field and the resolution code: resolved by the integration user because the finding went away, resolved by a person with a fix, and resolved by a person as a duplicate, a user error, or no resolution. Count the incidents reopened and the incidents re-created after a close. Leave the closes the system user performs after the auto-close delay out of every count. They repeat a resolution already counted. Compare those counts with the previous four weeks. List the open incidents with no update in the last 30 days, oldest first, unless I set another window. List the open incidents with a breached SLA. Call out any agent whose incidents people mostly resolve without a fix, since its findings may need tuning. Call out any assignment group that holds incidents in the New state for more than a week. Report a count it could not read as not available, never as zero.

## Requirements

It needs read-only ServiceNow Table API access to the incident table and the SLA task table, and nothing more. It never creates, edits, or resolves incidents.