Using Configure Field Function in Reports - True/False

[StephenLambert]

Hello community,

I'm trying to create a report that lists how many INC were opened and resolved by the same person on the same day, without being reassigned or reopened.  This is how our company is gauging "First Call Resolved".  I'm currently comparing these fields in Excel and would like to move this to a report run purely in ServiceNow.

To start, I am trying to compare two values in a report:  Opened By (we've actually configured a 'First Assigned To' field) and Resolved By field.  Is it possible to output a True/False using a "Configure Function Field" in a report to make this happen?

[StephenLambert]

Thank you so much for your direction thus far, @Ankur Bawiskar. I've tried a bunch of permutations of an equation to make this work, but none are successful. In the link you referenced, including the response from Jay, that seems to be a check of a field being populated or not.  What I am needing is a way to compare values in two fields on the Incident table to see if they are identical or not.

Is this feasible?

[StephenLambert]

In particular, two fields with names in it.   Does Field #1 contain Jane Doe and Field #2 contain Jane Doe?   If so, output TRUE.

[sizzleMcFace]

Hi Stephen,

Not sure if you really need a function field. You could simply use the "is same as" operator, so "First assigned to is same as Resolved by".

I would additionally use something like "Reassignment count is 0" or some custom "Assigned to count" implementation to make sure it was not assigned away in the meantime.

Alternatively you can look into SLA breakdown by assigned to, or metric definitions for more complex requirements.

[StephenLambert]

We're going to pivot to using PA to do the calculation.  Ultimately what I'm looking for is a per-person output for the following:
First Assigned to is same as Resolved By and

Opened on is the same as Resolved on and

Reassignment count = 0

Reopened count = 0

Channel is Phone

Then divide the output of the above by:

Opened on This Month

State is not Cancelled

First Assigned To Manager is me

Is among a list of Service Offerings

Channel is Phone

The above is my best attempt of a calculation for a NET FCR.  We're going to see if we can use PA to solve for this, as there's GOT to be a way.  I'd like for each of my team members to know what their Net First Call Resolve rate is on-the-fly.  Right now I have it as two reports and the team does their own math.  Which does work.  Just seeing if there's a magic way to make it easier.

Thank you both, @Ankur Bawiskar and @sizzleMcFace