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First Time Fix Query


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On the criteria for setting a firs time fix it states the below:

This option checks the maximum time a Request remained open prior to it's resolution or closure. Provide a duration to include this rule, to determine a Request's First Time Fix flag.

On our instance we use two status', New and Open. New is where it is in the service desk awaiting being picked up and when it is assigned to someone it will change the status to open.

Does the above criteria look for when a request is first logged or when the status becomes 'Open'


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It will from when the SLM Resolution Timer is started in your BPM, rather than the primary status or even when the request is logged. However normally you will start the Timers in your BPM right at the beginning, so will in essence be when the the request is logged.



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  • 2 months later...

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