First Level Resolution (FLR) Reports

[Community Alums]

We're looking to create two First Level Resolution (FLR) reports for the Service Desk group and hopefully I can clearly explain what this mean below:

Report 1

• An incident that has been created and directly assigned to the Service Desk
• As long as the incident stays within the group and gets resolved, it is classified as FLR. This means it can get routed worker to worker in the same group
• If the Service Desk group reassigns the incident to another group it is no longer an FLR

Report 2

• An incident has been assigned to the Service Desk group from another group
• The Service Desk group resolves the incident and it is classified as FLR

I think in order to do this we would need to create a new field on the incident table called FLR but I'm uncertain on how to do the business rule to check if the incident is an FLR. Has anyone created a similar report before?

Thanks,

Aryanos

[Michael Fry1]

Wouldn't 1 report Resolve is true, Assignment group = Service Desk, work? Other than Service Desk is the only group to work the ticket, seems the reports are the same.

[ohhgr]

Completely agree with Michael Fry. As explained by him, you wouldn't need to add any new field or any customization. Simple report with state "Resolved" (or "Closed" if considering incidents older than 7 days) and Assignment Group = "Service Desk" will give you the reports.

Thanks,
Mandar

[Community Alums]

Hey Guys,

Thanks for the response. After speaking with the person requesting the reports I don't think I explained it correctly in my original post so hopefully this post makes it clearer if what type of reports we're looking for.

In our environment incidents can be created and assigned directly to other groups so Service Desk may not see an incident that is created. So for example, someone emails Asset Management it would create an incident and assign it directly to that group. What this person wants is to have reports on if an incident has ever been assigned to Service Desk even if the group was not the one that resolved it.

For example:

1. Incident created -> Assigned to Service Desk -> Assigns to Asset Management -> Resolved by Asset Management

One report would show how many incidents were assigned to Service Desk but not resolved by Service Desk

2. Incident created -> Assigned to Service Desk -> Resolved by Service Desk

This report would show how many incidents were initially created and assigned and resolved by Service Desk which is fine as it would just be the report that Michael and Mandar recommended.

3. Incident created -> Assigned to Asset Management -> Assigned to Service Desk -> Resolved by Service Desk

This report would show how many incidents were assigned to Service Desk from another group and then resolved by Service Desk. There's a difference between this report and the second report as this one shows resolved incidents when another group assigned it to Service Desk and the other one shows newly created incidents assigned to and and resolved by Service Desk.

Thanks,

Aryanos

[ohhgr]

Hi Aryanos,

I think a business rule and a couple of additional checkboxes on incident table could do the trick.

1. if an incident assignment group changes and new assignment group is ServiceDesk, set checkBox1 true.(make sure this is not set if old assignment group is empty, i.e. for new records)

2. if incident is resolved and assignment group is ServiceDesk, set checkBox1 to false and checkBox2 to true.

Now you can have 3 reports as below

1. incident = closed and assignment group != ServiceDesk and checkBox1= true

2. incident = closed and assignment group = ServiceDesk and checkBox1= false

3. incident = closed and assignment group = ServiceDesk and checkBox1= true

Hope that puts you on the right track.

-Mandar