First Time Fix: Difference between revisions
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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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