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.
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