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

[Community Alums]

Hi Mandar,

Thanks for the reply. Yep I think that points me in the right direction as long as I have flags to distinguish the different scenarios I should be able to get the reports. Thanks for your help.

Aryanos

[SME]

I achieved this requirement by using Metrics definition. you do not need to create any new field or write any business rule.

just create a metric definition record on assignment group for incident table. For further info on metric and how to report check this :- http://wiki.servicenow.com/index.php?title=Metric_Definition_Support#gsc.tab=0

1. this metric will track all the changes done on assignment group. It will store when ticket was assigned to one group and then got transferred to other group. you will have all previous values of group field tracked and the current value.

2. to report you will use out of the box database view incident_metric and not incident table

3. it will track the changes of assignment group field from the time you enable this metric

[Community Alums]

Hi Mansi,

Thanks for the suggestion. I'll see if doing it this way is the better solution.

Thanks,

Aryanos