First Time Fix: Difference between revisions
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{{Section| | {{Section| | ||
==Criteria== | ==Criteria== | ||
[[File:ftfstar.png|right| | [[File:ftfstar.png|right|250px|link=]] | ||
The following criteria can be used to determine if the resolution of an incident is considered a first time fix. | The following criteria can be used to determine if the resolution of an incident is considered a first time fix. | ||
{{bullet1|No Team Reassignments|The team under which the request was originally raised does not change.}} | {{bullet1|No Team Reassignments|The team under which the request was originally raised does not change.}} | ||
{{bullet1|No Owner Reassignments|The person that raised the incident is also the person that resolved the incident and at no point has it been assigned to anyone else.}} | {{bullet1|No Owner Reassignments|The person that raised the incident is also the person that resolved the incident and at no point has it been assigned to anyone else.}} | ||
{{bullet1|No Hold Time|The incident cannot be placed on hold.}} | {{bullet1|No Hold Time|The incident cannot be placed on hold.}} | ||
{{bullet1|Max Open Time|The incident must be resolved within this timeframe.}} | {{bullet1|Max Open Time|The incident must be resolved within this timeframe, calculated from the when the incident was logged, to the resolution or closure.}} | ||
|}} | |}} | ||
{{Section| | {{Section| | ||
==BPM Workflow== | ==BPM Workflow== | ||
The only thing needed to start tracking first time fixes is the | The only thing needed to start tracking first time fixes is to add the Hornbill BPM Automation for First Time Fix to your workflow. The First Time Fix is a simple flag that is set against an incident record through the use of First Time Fix automation. Provided that the criteria defined in this automation is met, the request will be set as a First Time Fix. The First Time Fix automation is best placed within your workflow at a point where you know that the incident has been resolved. | ||
{{infobox|If an incident has been flagged as a first time fix, but was then re-opened either through automation or manually, The FTF is removed and set as not being a FTF}}| | {{infobox|If an incident has been flagged as a first time fix, but was then re-opened either through automation or manually, The FTF is removed and set as not being a FTF}}| | ||
{{RightBox|Watch | {{RightBox|Watch me add FTF to my workflow| | ||
[[File:ftfbpm.mp4|center]] | |||
}} | }} | ||
}} | }} | ||
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==Reporting== | ==Reporting== | ||
The value of tracking FTF comes out of analysis and reporting. This may be to identify which team member is providing the most FTFs or to identify incidents where FTF wasn't reached to investigate how a FTF may be achieved in the future. | The value of tracking FTF comes out of analysis and reporting. This may be to identify which team member is providing the most FTFs or to identify incidents where FTF wasn't reached to investigate how a FTF may be achieved in the future. | ||
[[File:ftfView.png|right|350px|link=https://wiki.hornbill.com/images/8/86/FtfView.png]] | |||
===Request List View=== | ===Request List View=== | ||
From your Service Desk's request list it is quick and easy to list incidents that have achieved a first time fix, or those that haven't. Using either the Advanced Filter or the option to create a new View, select the Criteria for First Time Fix Achieved, and then select the condition ''is'', ''is not'', or ''not set'', depending on the information that you would like to display. Lists can also be exported to a CSV formatted file. | From your Service Desk's request list it is quick and easy to list incidents that have achieved a first time fix, or those that haven't. Using either the Advanced Filter or the option to create a new View, select the Criteria for First Time Fix Achieved, and then select the condition ''is'', ''is not'', or ''not set'', depending on the information that you would like to display. Lists can also be exported to a CSV formatted file. | ||
===Personal Dashboard=== | ===Personal Dashboard=== | ||
Using a saved View, you can create a chart that can be placed on your personal dashboard and shared with others. | Using a saved View, you can create a chart that can be placed on your personal dashboard and shared with others. | ||
===System Reports=== | <!-- ===System Reports=== --> | ||
===Advanced Analytics=== | <!-- ===Advanced Analytics=== --> | ||
===Database=== | ===Database=== | ||
The FTF flag is stored in the ''h_itsm_requests'' table in the column ''h_firsttimefix'' with the following values. | The FTF flag is stored in the ''h_itsm_requests'' table in the column ''h_firsttimefix'' with the following values. |
Latest revision as of 18:14, 27 June 2022
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