How to create FIRST CONTACT RESOLUTION or FIRST TOUCH RESOLUTION

[Negric]

Hello to everyone;

My team is working on a metric, FTR (first touch resolution)
Which consists of calculating the incidents that were resolved by the same first person who was assigned, does not have to have any other person involved, except the same person
that from the beginning took the incident

I was thinking in something similar to FCR, but instead of use sys_mod_count == 0 (Count the reassignments groups), I wanted to count the assigned technicians who worked on the incident (should be =1) and the "resolved_by" to be the same as the "assigned to"

someone know how can i created something like that? or the functions i should use?

Thanks!

[Chander Bhusha1]

Hi Negric,

You can use Metrics to calculate the duration and tickets which are assigned and resolved by same person considering reassignment count is zero.

Then after that you can make the database view to show the report of the incident which are FCRs.

Metrics Links:

FCR Incident

Metrics for assignment group

Assignment group metric calculation

you have to change the script to include few logics like reassignment count is zero and assigned to is same as resolved by.

OOB metric creation Links:

Metric creation servicenow

Please mark helpful and correct.

Thanks,

CB

[Negric]

Hey CB, Thanks, i really appreciate your answer, but the issue here is that at my work, all the techs belong to the same assignment group, so i can't use that metric

the requirements would be something like

-Reopens = 0

-Assigned to (count) = 1 (no reassignments states)

-Resolved by = assigned to

The current reassignment count is not usefull for us

Thanks you from Argentina

Negric 

[GSK2]

Hi Negric,

Were you able to create the FTR in ServiceNow?

I have a similar requirement.

Thanks