For FCR, how about checking In Progress Date/Last Resolved Date/Closed Date all being equal? I was going to say Submit Date = Closed Date but it was a few seconds off in the tickets I checked from our system.
Assuming you are using SLA for your service targets, you should have two different SLM:Measurement records for each incident which you can use to report off of. From: "Sanner, Lorraine" <lsan...@courts.az.gov> To: arslist@ARSLIST.ORG, Date: 11/06/2012 03:02 PM Subject: 2 Reporting questions Sent by: "Action Request System discussion list(ARSList)" <arslist@ARSLIST.ORG> ** Hello Remedy users, I’ve been all through the discussions and haven’t seen anything specific enough to address these needs, so I apologize in advance if this is old news to any of you. First: Our group has two Breach event targets for tickets entered into Incident Management – first is flagged by “In Progress” status, second is flagged by “Resolved” status. Is there a way to separate out reports to show SLA compliance for each target? Second: What is the easiest way to measure First Contact Resolution? I’ve looked at Work Logs by other staff, and Submitter/Resolved By, but this is extremely time consuming manual reporting. Thank you for any guidance you can provide. Lorraine Sanner AOC Support Service Supervisor (602) 452-3223 Remember, the AOC Support number has changed for court personnel: (602) 452-3900 or (855) 229-3900 "It is not necessary to imagine the world ending in fire or ice. There are two other possibilities: one is paper work, and the other is nostalgia." -- Frank Zappa _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
