Reporting on First Time Fix

Sylvia2
Giga Contributor

‎04-10-2019 02:02 AM

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

 

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Jason Monzo
Kilo Expert
In response to Sylvia2

‎04-12-2019 11:32 AM

You say it seems low, but have you validated it?  I would look at the actual incidents closed or resolved on April 9 and see how many of them should be first time fixes.  Is that number 19.78% of all closed/resolved incidents?

Slawek's point is also worth looking into.  I'm not sure how reassignment count behaves when an incident is created with no assignment group.  Does the first assignment count as a reassignment or not?  You should test that.

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