Process for Auditing Tickets

We have experimented with this before.

- Set up a “When Resolved” rule, using the “Random Sample” filter - it adds a “QC” tag to the ticket.
- Create a view for all resolved tickets with the “QC” tag.
- Remove the tag once you’ve reviewed the ticket to remove it from your view. This shouldn’t cause any email notifications, etc.

​@jclark Willing to write an article about this? What is your use case for this and how/why do you do this.

​@smaza Thank you for submitting your question to our community! 😄 I learned something new with this as well!

​@jclark thank you so much for your help! Do you utilize surveys, too? I was told the Random Sample filter would only apply to surveys. 

​@smaza we do use surveys, but that filter definitely works outside of just surveys. We’ve had this set up for quite some time. We did this as a proof of concept for a way to randomly audit if tickets were being worked properly or not without targeting specific agents (to keep it fair), such as:

• Correcting issues
• Associating asset if applicable
• Setting location/requestor if applicable
• Using correct resolution actions
• Adequate notes (was the issued addressed in full)
• Adequate contact with the requestor (if contact was needed, was it frequent and thorough, and were calls to the requestor logged in the ticket)

This didn’t really take off (yet) since we mainly just wanted to make sure it was feasible. We still have the rule running.

You may want to consider playing round with the “On a Schedule” rule for this instead. Anyone who uses shortcuts to close their tickets would bypass the “When Resolved” rule altogether and never have their tickets audited lol.

​@Kathryn Carter hope this explained the use case a bit. Since we haven’t fully implemented this yet I’ll have to test out a few more things (such as the on a schedule rule like I mentioned above) before doing a write-up, but I can certainly try to do that!

​@jclark Makes sense and hanks for adding that detail. I will be calling that article in once you get it working & implemented  😉

​@jclark I mirrored your rule with the tag and it’s working! We do not utilize surveys. I appreciate the heads up on shortcuts bypassing this rule.

I originally tried to set up the following ‘On a Schedule’ rule but couldn’t get it to work. I reached out to IIQ and was told the Random Sample filter wouldn’t work in the way I was trying to use it. I’m very curious if you have any luck. I’m going to keep playing around with it.