Enhancing Triage Analytics with tickets marked with drop off reason “CREATED_BY_AGENT”

To improve visibility into the effectiveness of the triage process in ServiceNow, we propose enhancing the Triage Analytics Report by including tickets that have the drop-off reason marked as “CREATED_BY_AGENT.” Currently, the Triage Analytics Report does not account for tickets that has opened by and assigned to as same person this creates a data mismatch with source data.