POCT and Service Now tickets

Good morning,
Has anyone set up POCT issues through a service now process or any type of formalized process for issues?  We just recently created a Point of Care category in our Service Now/My Tech system.    We have staff either email or enter a ticket for any issues they are having for POCT from expired operators needing updated to instruments that need repair to incorrect results, etc.  I wanted to know how people are documenting the time it takes to resolve issues.  Any examples you can give for times would be appreciated :).