First Time Fix

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Index

Introduction

First Time Fix refers to the outcome of an incident where a fix or resolution is provided to a customer, usually during that first contact with the customer. There are varying definitions to what a first time fix means or what criteria it falls under. In Service Manager we provide workflow automation that lets you define what your requirements are in order to achieve a first time fix.

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Criteria

The following criteria can be used to determine if the resolution of an incident is considered a first time fix. A combination of the following can be used to determine if a resolution falls under first time fix:

• No Team Reassignments

The team under which the request was originally raised does not change.

• No Owner Reassignments

The person that raised the incident is also the person that resolved the incident

• No Hold Time

The incident cannot be placed on hold.

• Max Open Time

The incident must be resolved within this timeframe.