Create a report on Incident resolved at first time

[Adarsh T]

Hi

I have a requirement to create a report for the incident resolved at first attempt.

The conditions is as follows: It should be pie chart report showing a number and percentage of incidents in state "Closed" where there were no state changes registered after state changed to "Closed" against a total number of incidents in state "Closed" where state changed after the Incident state was changed "Closed".

What filter condition I should apply for this?

[Jaspal Singh]

Hi Adarsh,

Did you try reporting using Pie chart? All you need is to check for Reopen count. 

Though Repoen count will have count when it is reopend from Resolved state & closed but I am assuming your use case is to check for incidents resolved in first go. If so, filter as

Reopen Count | is less than | 0 

is to be added.

[Adarsh T]

Keeping reopen count 0 as a filter condition is fine. This will give the count and percentage of incident which is not reopened (percentage of incidents in state "Closed" where there were no state changes registered after state changed to "Closed").

But here the situation is we need to compare the above with the incidents which is reopened (against a total number of incidents in state "Closed" where state changed after the Incident state was changed "Closed").

How to handle both the scenarios?

[Community Alums]

Hello Adarsh.

I don't think we have any OOTB field which stores first resolved time. If incident reopen count is greater than 0 meaning that resolved time has been updated by last resolved time.

For your report you can create report is reopen count is zero then simple use "resolved" field to know first resolved time. 

If count is greater than 0, in that use you need to create custom field and Business rule to stored that value.

For BR, you can put filter condition as "Reopen count is zero" and state changes to resolved and copy that time to your custom field. 

Kindly note that this will be applied on new tickets not on existing. For existing tickets you can't create report.

Thanks
Akshay Kangankar
Please Mark ✅ Correct/helpful, if applicable,

[Adarsh T]

Keeping reopen count 0 as a filter condition is fine. This will give the count and percentage of incident which is not reopened (percentage of incidents in state "Closed" where there were no state changes registered after state changed to "Closed").

But here the situation is we need to compare the above with the incidents which is reopened (against a total number of incidents in state "Closed" where state changed after the Incident state was changed "Closed").

How to handle both the scenarios?