Prasanth, It will be great if you share the work you have done, with the list.
Thank you in advance. Vishwa Saxena AON Corp. | Remedy Lead HAVE A NICE DAY --- On Tue, 8/2/11, Prabhakaran, Prasanth (GO IN Application Management) <p.prabhaka...@logica.com> wrote: > From: Prabhakaran, Prasanth (GO IN Application Management) > <p.prabhaka...@logica.com> > Subject: Re: First Call Resolution > To: arslist@ARSLIST.ORG > Date: Tuesday, August 2, 2011, 11:12 AM > David, > > Even I had done it through a small customization in > my last > organization, I can give you the details if you want ! > > Regards > Prasanth > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:arslist@ARSLIST.ORG] > On Behalf Of Schon, Stuart > Sent: Tuesday, August 02, 2011 5:46 AM > To: arslist@ARSLIST.ORG > Subject: Re: First Call Resolution > > We had to add a new field to allow reporting of it. It is > entirely up to > the SD analyst how/when this is ticked - managed by process > and not by > system rules > > Stuart Schon > Team Leader > > Fujitsu Australia Limited > 2 Julius Avenue, North Ryde NSW 2113, Australia > T +61 2 9113 9435 M +61 458 592 245 > stuart.sc...@au.fujitsu.com > au.fujitsu.com > > Please consider the environment before printing this email > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:arslist@ARSLIST.ORG] > On Behalf Of Luttmann, Michael W Mr CTR > DISA CD553 > Sent: Tuesday, 2 August 2011 08:00 > To: arslist@ARSLIST.ORG > Subject: Re: First Call Resolution > > David, > > This is a tricky and frustrating one! In the past, > I've had to document > complicated internal rules for calculating "FCR." I > will send you a > copy, if you like. > > The main problem is that it depends upon local rules and > standards to > even figure out what constitutes an FCR. As a basis, > you can look for > tickets opened and closed by the same person, but that's > not sufficient. > (I could open a ticket, hang up, go to lunch or do some > other work for > three days, then resolve the ticket.) Can a call be > transferred to a > subject matter expert (Tier 2), and still be considered > "first call?" > Is time a factor, so that anything over say, 30 minutes > fails FCR? > > Another consideration is that FCR rules can easily be > "gamed." Can you > put someone on hold for extended periods so that you can > research/fix > the issue and get FCR credit? Can you improve your > FCR statistics by > disabling self-help resources (thus creating more "easy" > help desk > calls)? > > I hate the entire concept of tracking FCR. In a perfect > ITIL system with > plenty of documentation and self-help (Tier 0) tools, > including > user-initiated password reset, no one should be calling the > service desk > unless they had a serious Tier 2-level problem. Thus, > first-call > resolution should trend towards 0%. (!) > > I'm sure that's why there isn't such a report OOTB. > > Mike Luttmann > DISA Remedy Engineer > 303-224-1645 > > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:arslist@ARSLIST.ORG] > On Behalf Of David Abry > Sent: Monday, August 01, 2011 11:56 > To: arslist@ARSLIST.ORG > Subject: First Call Resolution > > ** > Hi All, > > Does anyone know the best way to report First Call > Resolution in ITSM > 7.6? I don't see any reports that are included > OOB? Maybe I am > overlooking something.. > > Regards, > > David > _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers > Are"_ > > ________________________________________________________________________ > _______ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug11 www.wwrug.com ARSList: "Where the Answers > Are" > > ________________________________________________________________________ > _______ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug11 www.wwrug.com ARSList: "Where the Answers > Are" > > > Think green - keep it on the screen. > > This e-mail and any attachment is for authorised use by the > intended recipient(s) only. It may contain proprietary > material, confidential information and/or be subject to > legal privilege. It should not be copied, disclosed to, > retained or used by, any other party. If you are not an > intended recipient then please promptly delete this e-mail > and any attachment and all copies and inform the sender. > Thank you. > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug11 www.wwrug.com ARSList: "Where the Answers > Are" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
