Reporting on First Time Fix

[Sylvia2]

I need to report our First Time Fix rate however the OOTB report will not work as we have all new incidents logged dropped into a bucket and the teams then pick and assign to themselves or another team to work on.

How can I design a report that will give me our first time fix rate in a % format

Thanks

[Slawek_Radziewi]

I think you can use Reassignment Count < 1 or similar to get Incidents number under first Automatic Indicator.

Then another indicator counting all incidents.

After that create Formula Indicator where you do calculation: (First Fix/All )*100 

[Jason Monzo]

Hi Sylvia,

In order to properly answer this question, it would help to know how you (your organization/company) define "first time fix".  As Slawek mentions, the default definition in ServiceNow is any incident where the reassignment count is zero.  Reassignment count is a numeric field that increments each time the assignment group field is changed, excluding the initial assignment.  So, an incident that is closed by the first group it was assigned to would have a reassignment count of zero, and therefore, would be a "first time fix".

I get the impression that your definition might be slightly different.  That's why we need to understand it in order to answer your question effectively.

Regards,

Jason Monzo

[Sylvia2]

Hi Jason,

All of our INC come in and are held in an unassigned state until picked up by the Service Desk teams. So the OOTB First time Fix report should be working. 

Yet it seems very low to me, is there something I am maybe missing in the set up of the report?

Thanks

[Slawek_Radziewi]

I think if they come unassigned and then they are assigned to 1 first group this Reassignment Count condition for First FIX should be Reassignment Count < 2 because as far as I understand First Fix will be 1 assignment and when reassigned 2 time it will be another group.