First Time Fix

[Sylvia2]

Looking to report on First time fix, however all incoming incidents are raised and automatically assigned to a group which our Global Service Desk then pick up calls from so the out of the box reporting doesn't seem to be working. Anyone got any tips or hints which OOTB report to use and possibly tweak.

Thanks

[Allen Andreas · Accepted solution]

Hi,

Not sure what you mean by "first time fix", but the "technical" name in ServiceNow would be "First Call Resolution". So if you search in your reports, you'll see a report called: KPI - First Time Resolution Rate by Category. That would be a good starting place to then tweak it to your liking.

First Call Resolution in ServiceNow is defined as: It was assigned to one group and never left that group.

So with your post, it's not very clear if you mean that an incident is raised and automatically goes to a group....and stays there or if another group then pulls from that and reassigns again....

If that's the case then First Time Resolution will not help you and you need to really think through your process here and how best to report on that. You could then look at assignment count is greater than 1 but less than 2 and maybe look at it that way. Task table, task type incident, then look at reassignment count.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Sylvia2]

Hi Allen,

Sorry yes I mean First Call Resolution.  You are correct when an incident is raised it automatically is assigned to a group. All of the IT teams then pull from that initial group and work on tickets and then resolve if possible.  

[Allen Andreas]

So, so you'll be unable to report off the "first call resolution" since it defaults to one group and then people pull from that.

Your next choice would be to report off of the Incident Metric table and look at the reassignment count. You'd want to pay attention to anything that has a reassignment count of 1. That's because 0 means it never left that group (which doesn't apply to you because people pull from that group). So 1 means it started out at that first default group, then just went to 1 new group and stayed there.

Then you can adjust some of the settings to get a percentage of all tickets to see what your modified "first call resolution" rate it.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Allen Andreas]

Hi,

Just let me know if you need further assistance.

If this has resolved your issue, please mark the correct reply as Correct so that others can find it easily.

Thanks! 🙂