Difference between revisions of "First Time Fix"
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{{Section| | {{Section| | ||
==Criteria== | ==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 | + | 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: |
{{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}} | {{bullet1|No Owner Reassignments|The person that raised the incident is also the person that resolved the incident}} |
Revision as of 19:03, 9 June 2022
Home > How To > Service Manager > First Time Fix | Index |
{{Section|
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:
- 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.