How to create report on First call resolution

[Bora]

Hi,

We are using ServiceNOW and we have now started with using Incident and incident task and we don´t know how we can create reports on "First call resolution" if we also have incident tasks. We have seen that we can use re-assignment count but how can it be used when we also have incident task. Because that means reassignment count will not increase as incident will remain in the first assignment group, is there any way to count on this with correct data

@Servicenow #ITSM #incidenttask

[Dr Atul G- LNG]

Hi @Bora 

https://www.servicenow.com/community/now-platform-forum/how-to-use-metrics-for-first-call-resolution...

https://www.servicenow.com/community/platform-analytics-forum/how-is-first-call-resolution-measured-...

https://www.servicenow.com/community/developer-forum/creating-a-report-for-first-call-resolution/m-p...

[Luiz Lucena]

Hi @Bora ,

There is a good dashboard (OOTB) for this, not sure if requires license, but you must have Performance Analytics to use it for sure.
The dashboard is called Incident Premium, the last tab should give you what you're looking for:

% of incidents resolved without reassignment.

If you don't have Performance Analytics, you may need to create a report for what you need.
The table that holds these information is the Incident Metrics table.

You will create a report for incidents resolved where the reassignment count is zero.

[Bora]

On this part: You will create a report for incidents resolved where the reassignment count is zero. 

If I have incident ticket and then create incident task. The count will still show zero. But that is not fully correct