How to use metrics for First call resolution for Sc_task

[sayali97]

Hi Team ,

I have requirement to create FCR for the sc_task where assignment group is ABC and reassignment count is 0. If we create the field FCR on RITM and calculate for sc_task record? How to configure so that it also reportable. 

Thanks

[Renat Akhmedov]

Hi @sayali97,

If you want to measure First Call Resolution (FCR) for SC Task (sc_task), you don’t need to use Metrics for this scenario.

FCR is simply a true/false condition based on:

Assignment group = ABC

Reassignment count = 0

Task is closed (usually required)

The right way is to calculate FCR on the RITM or on the SC Task itself and make it reportable using a field, not Metrics.

Here is the way:

1. Add a field on sc_task (boolean) → u_fcr

Create a boolean field:

Table: sc_task

Name: u_fcr

Type: True/False (Boolean)

This makes the value easy to report and filter on.

2. Set the value automatically using a Business Rule (or Flow as you wish, I prefer BR):

Create an After Update BR on sc_task:

Conditions:

When state changes to Closed Complete (or your closure state)

Assignment group = ABC

Reassignment count = 0

BR example: 

if (current.assignment_group == 'sys_id_of_ABC_group' &&
    current.reassignment_count == 0) {

    current.u_fcr = true;
} else {
    current.u_fcr = false;
}

If my answer was helpful, please don’t hesitate to give it a thumbs-up - it only takes a second, but it means a lot to me. Thank you!

Best regards,
Renat Akhmedov
 

[MaxMixali]

Hi if I understand well your problem, you should try to do this several steps: 

1. Create the Custom Field on RITM

First, create a custom field on the Requested Item (sc_req_item) table to store the FCR status for the relevant task(s).

• Navigate to System Definition > Tables and open the sc_req_item table.
• In the Columns related list, create a new field.
• Field name: u_fcr_status_abc (or a meaningful name)
• Type: True/False (Checkbox) is simple and reportable.
• Default value: False
• Save the field. 

2. Create a Business Rule on sc_task 

Next, create a Business Rule on the Catalog Task (sc_task) table that runs when a task is updated to meet your FCR criteria. 

• Navigate to System Definition > Business Rules.
• Click New and configure the rule:
  • Name: Update RITM FCR status for ABC group (or a meaningful name)
  • Table: sc_task
  • Active: Checked
  • Advanced: Checked
  • When to run: After Update (After ensures the sc_task is saved with the correct state/reassignment count).
  • Condition: Assignment Group is ABC AND Reassignment count is 0 ANDState changes to Closed Complete (or the appropriate final state). The exact condition depends on when you consider the FCR criteria met.
• In the Advanced tab, use the following script:
  javascript

  (function executeRule(current, previous /*null when async*/) {
     var ritm = new GlideRecord('sc_req_item');
     if (ritm.get(current.request_item)) {
        // Check if the current task meets the FCR criteria
        if (current.assignment_group.getDisplayValue() == 'ABC' && current.reassignment_count == 0 /* && current.state == '3' (Closed Complete) */) {
           ritm.u_fcr_status_abc = true; // Set the custom RITM field to true         ritm.update();
        }
     }
  })(current, previous);

  3. Reporting on the Field

The custom field u_fcr_status_abc is now a standard field on the sc_req_item table. It will be readily available for reporting.

• Navigate to Reports > Create New.
• Select the Requested Item (sc_req_item) table.
• In the report conditions, you can filter or group by the custom field:
  • [FCR Status ABC] is True
• This allows you to report on all RITMs where a specific task for group ABC was resolved with zero reassignments.