Is there any way to calculate FCR%?

[kyle_potts]

Hi All, New to ServiceNow but have seemed to pick up the basic. 

Previously we exported all tickets and done 2 different pivots. 1 contained all tickets submitted, the 2nd contained only tickets submitted and resolved by us. That gave us our FCR%

So far, I have only been able to run 2 different reports to gather the above, but have no way of getting them to interact. (Divide the submitted and resolved count / Tickets submitted by us). This means I need to run 2 reports, write down the counts and get the calculator out. 

FYI. We have 4 teams, with different assignment group names and different individuals in these groups. 

Meaning when we pull date its submitter group.name vs assignment group. 

Report 1 - Group.name (Our  4 team names) = (Total Tickets)

Report 2 - Group.name (Our 4 team names) + Assignment group is (Our 4 team names) = (Resolved tickets)

Other conditions: Created - Last week. Priority less than two., Active = FALSE.

If anyone can help me build a report that shows both report 1 and 2 on the same pivot, that would be great. 

Once the above is figured id like the ability to quickly have multiple views with my data. Example. FCR vs Non FCR by symptom, opened by, location an so on.

Any help would be greatly appreciated.

[Michael Fry1]

You can build a formula like: [[Number of resolved incidents by first assigned group]] / [[Number of new incidents]] * 100

That gives you percentage