First Time Fix/ First Time resolution

[B Y1]

Hi Team, 

I would like implement First Time Fix with below conditions can this possible. Please help how can I achived this. 

FTF should be applied on below conditions only with-in SLA

1. Incident state process flow New ->Assigned->In progress->Resolved incidents only ( i.e., Incident should not go on hold before resolve on its entire flow) - How can I achieve this ? 
2. Assigned count 0 or 1 ( Assigned user should not change i.e., It was assigned to one engineer and never left that engineer) - how can I achieve this ?
3. Assignment group count 0 or 1 ( Assignment group should not change, i.e., It was assigned to one group and never left that group ) - This I can achieve with business rule filter conditions. 

Thanks

Bhanu

[mdash]

Hi Bhanu,

You can add two fields in the incident form. This will help you simplify your SLAs in future and future reporting purpose.

1. Create a new boolean field , add a business rule to mark it as true if
state changes from assigned OR
state changes from in progress 
AND 
state changes to on hold
2. Create a new field : Assigned To Change Counter and add a BR similar to this:

3. you have already taken care.

Now in your SLA condition, you can simply mention these fields and define your logic.

You can mark my answer as correct if it solves your issue or mark it as helpful if it is relevant for you!

Best Regards

[B Y1]

2. for "Assigned to" count

current.reassignment_count+= 1;  

Does this conditions work to calculate group count or assigned to count ?

I need to get assigned to count 

[mdash]

The above example is for assignment change count. You can create another BR for assigned to change count and increment your new field. Either you can make it a string field and validate the count or make it boolean and mark it as true.