% of requests resolved by 1st line team (First time fix)

[dwalby]

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

[James Ainsworth]

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. 

 

[James Ainsworth]

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

[dwalby]

@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?

[chrisnutt]

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

[James Ainsworth]

Hi Chris,

Thanks for your post. I've added you to the change.

James

[Josh Bridgens]

Hi @James Ainsworth

 

Would it be possible to be kept up to date on this as well please? 

 

Thanks!

[Steve Giller]

+1 for me too - mainly because I'd be very interested to see what criteria would be put forward at my end  

[James Ainsworth]

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.

[James Ainsworth]

@Josh Bridgens I have also added you to the change.

 

[HGrigsby]

+ 1 for us too

[Victor]

@AndyHodkinsonPrincesIT - this might be of interest to you regarding the first time fix report/info you need...

[davidrb84]

+1 interested in this too please.

[James Ainsworth]

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