Incident FCR report to filter out cases OnHold/Pending

[vivek72]

Hi,

I am building a FCR report for which below are the requirements :

1. Incidents which were put on hold anytime during Incident lifecycle from New to Closed, must be excluded from the report.

2. Incidents created and resolved on same group should be added to report.

Point 2 can be achieved from reassignment count but I am not sure on how to achieve point 1.

Please suggest if anyone has done this before.

Thanks,

Vivek

[Sohail Khilji]

Hi @vivek72 ,

Usually a resolved incident has a reassignment count of 0 it is considered a first call resolution. (There are many definition that org describe it).

In your case your trying to exclude onhold state. So, will you be using the OOTB reassignmet counter BR or it doesnt matters to you ?

[Kieran Anson]

My solution would be to use a metric definitions for incidents placed on hold. You can then use a related query on the report to filter data out.

OOB there is an existing metric you could leverage 'Incident State Duration'

FYI be careful on point two if your 'assignment group' field is not mandatory OOB. The OOB BR 'reassignment counter' will increment if a saved record without an assignment group is then later populated by an assignment group

[Ramz]

Hi @vivek72 ,

Create a database view with incident and incident_metric table and put filter condition from it 

Please mark my answer correct/helpful if it resolved your query

[vivek72]

Hi @Sohail Khilji , @Kieran Anson , @Ramz ,

Thanks for replying.

Yes, I will be using the OOTB reassignment counter BR to check if reassignment count is 0 for adding incidents in this FCR report.

However, for excluding Incidents that were put on hold, that information can only come from Incident Metric table.

So I guess I need to create a DB view only as suggested by @Ramz as there is no single table which can give me all required information.

I started building my report in Incident table initially.

Hi @Kieran Anson ,

Is your solution requires table to be selected as Incident and then selecting related list as Metric Definition to put filter conditions.

If this works, then it would be best for me.