First Time Fix Query

[will.good]

Hi,

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'

Thanks,
Will

[Martyn Houghton]

@will.good

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.

Cheers

Martyn

[James Ainsworth]

Hi @will.good

The First Time Fix Automation option Max Open Time does a calculation from the Logged On date to the date of the resolution or closure of the request.  

[James Ainsworth]

I have added a "How To" wiki document on how to set up the First Time Fix Automation .  I plan on adding some information on FTF reports to this page as well.