FCR logic

[kunika_sharma]

Hello to all!

I have a logic to implement in Service Now according to which if an incident ticket is resolved within Service Desk i.e. within 'n' number of groups in Service desk without getting assigned for once outside, say any Infra or App group then FCR check box should be automatically checked.

If the ticket keeps revolving within service desk groups its a FCR, if it goes out even once its not a FCR.

Please let me know how to implement this effectively.

Regards,

KS

[Michael Ritchie]

You really have two options.   You can utilize Metrics instead and configure the first call resolution metric to suit your needs and a metric record will be created to reflect this.   Or you can create a business rule that runs when the state goes to resolved and then look at the Reassignment Count field (reassignment_count) and set your flag accordingly.

[mr_zia]

I have same kind of requirement, I have created a True/False check box field in incident form called "u_sla_response"

I want if the state changes from the New to Active the sla response check box should be automatically get checked.

Please let me know the approach and code.

For this I have already created a response sla under sla definition.

with condition,

P1 Sla Response

Start cond : Active is true

Priority is 1

stop cond : Assigned to is not empty.

I want once the sla response is Met the sla response field gets automatically checked.

Please help!