Creating a report for First Call Resolution

[prudhvig]

Hi,

I am trying to create a report on incidents which have followed First Call Resolution and the ones which did not meet the requirements for First Call Resolution

In our organization, the First Call Resolution has following rules:

1.) Incidents should not be reassigned to other teams.

2.) Incidents should not be re-opened.

3.) Incidents should be resolved within SLA.

So, these three have to be met for successful First Call Resolution.

This is the report I have tried creating. But, it is not complete.

I have added only 1 condition which says the Reassignment Count is 0. This condition solves the 1st point which says the incidents should not be reassigned.

What condition should I add to see whether the incidents are re-opened or not? And similarly, what condition should I add for incidents which are resolved within SLA?

Also,please suggest the "Type" and "Group By" fields.

Please let me know. Thanks in advance.

[prudhvig]

Ok. But, I am now filtering the incidents which obey all the three above rules in my question. So, for that, I need all the conditions to be placed in a single report. By referring to the incident_sla table, I need to create another report for it, as the first two are on the incident table itself. Am I right? Please let me know.

[SanjivMeher]

No. In Incident SLA table, you can expand the number field, which is a reference field to incident table. You can get these two fields after expanding the number field.

[prudhvig]

Yaaa.. I found it Sanjiv. The below snapshot shows my new conditions in report. is this Ok?