dwalby Posted February 7, 2018 Share Posted February 7, 2018 Hi all, I'm trying to create a measure/report to show first time fix, from what I understand there isn't a flag as such within Service Manager that captures first time fix, so instead I'd like to create a measure that shows the percentage of requests resolved by our 1st line team. How could I go about doing this? Thanks in advance Link to comment Share on other sites More sharing options...
James Ainsworth Posted February 7, 2018 Share Posted February 7, 2018 Hi @dwalby There is a table called h_itsm_request_team_assignment that stores assignment information. You may be able to do a count on the request IDs. If a request has been assigned more than once it will be listed multiple times. You would also have to take into account any request that were assigned to a team, but not a user. We do have a change in our backlog which would allow you to specify different criteria for what a First Time Fix (FTF) means for you. Some Service Desks may want a FTF to be completed within a set time frame as well. I will add you to this change. There is also another discussion started here which may be worth watching. Link to comment Share on other sites More sharing options...
James Ainsworth Posted February 7, 2018 Share Posted February 7, 2018 Hi @dwalby For the report that you mentioned in your post, there is a "Resolved By Team ID" (h_resolvedby_team_id) and "Resolve By Team" (h_resolvedby_teamname) fields on the h_itsm_requests table. This may give you the information that you are looking for for your report. Regards, James Link to comment Share on other sites More sharing options...
dwalby Posted February 12, 2018 Author Share Posted February 12, 2018 @James Ainsworth - Thanks, what would need to be entered as the Percentage Sub-Query to show a percentage of all requests resolved by 1st line? Link to comment Share on other sites More sharing options...
chrisnutt Posted May 23, 2018 Share Posted May 23, 2018 On 2/7/2018 at 6:35 PM, James Ainsworth said: We do have a change in our backlog which would allow you to specify different criteria for what a First Time Fix (FTF) means for you. Some Service Desks may wanta FTF to be completed within a set time frame as well. I will add you to this change. 1 Hi @James Ainsworth Can I be added to this too? I am very interested in this as I have been struggling with trying to come up with a suitable way to report on this metric on and off since launching Service Manager. It's currently fresh in my mind as I am creating objectives for the Service Desk. Many thanks Chris Link to comment Share on other sites More sharing options...
James Ainsworth Posted May 23, 2018 Share Posted May 23, 2018 Hi Chris, Thanks for your post. I've added you to the change. James Link to comment Share on other sites More sharing options...
Josh Bridgens Posted May 30, 2018 Share Posted May 30, 2018 Hi @James Ainsworth Would it be possible to be kept up to date on this as well please? Thanks! Link to comment Share on other sites More sharing options...
Steve Giller Posted May 30, 2018 Share Posted May 30, 2018 +1 for me too - mainly because I'd be very interested to see what criteria would be put forward at my end Link to comment Share on other sites More sharing options...
James Ainsworth Posted May 30, 2018 Share Posted May 30, 2018 8 hours ago, DeadMeatGF said: I'd be very interested to see what criteria would be put forward at my end Hi @DeadMeatGF I've added you to the change. Regarding the criteria I hope to make it so that different criteria can be selected as I'm sure that each service desk will have a varied opinion to what a first time fix is. To begin with I plan on using options for no assignments to another member of the team, no assignments to another team, and to be resolved within X amount of time, or it was resolved before it was logged. I would always be interested in hearing other ideas. Link to comment Share on other sites More sharing options...
James Ainsworth Posted May 30, 2018 Share Posted May 30, 2018 @Josh Bridgens I have also added you to the change. Link to comment Share on other sites More sharing options...
HGrigsby Posted August 31, 2018 Share Posted August 31, 2018 + 1 for us too Link to comment Share on other sites More sharing options...
Victor Posted August 31, 2018 Share Posted August 31, 2018 @AndyHodkinsonPrincesIT - this might be of interest to you regarding the first time fix report/info you need... Link to comment Share on other sites More sharing options...
davidrb84 Posted October 4, 2018 Share Posted October 4, 2018 +1 interested in this too please. Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 9, 2019 Share Posted April 9, 2019 The latest update to Service Manager (build 1483) includes a new BPM operation that allows you to capture if a request meets selected First Time Fix (FTF) criteria. This BPM operation should be placed within your BPM workflow at a point after the request has been resolved. The criteria that can be set include No Team Reassignments No Owner Reassignments No On-hold Time Max Open Time A flag will be set against the request to indicate that it had met the First Time Fix criteria that you set. Additional documentation can be found here under the title First Time Fix. Reports can then be generated using this FTF flag. We will be looking to introduce some reports that will be delivered as part of the Service Manager reporting. Regards, James Link to comment Share on other sites More sharing options...
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