Difference between revisions of "First Time Fix"
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{{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}} | ||
{{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.}} |
+ | ==BPM Workflow== | ||
+ | The First Time Fix is a simple flag that is set against an incident record through the use of the Hornbill BPM Automation called First Time Fix. 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. | ||
[[Category:How_To_-_Service_Manager]] | [[Category:How_To_-_Service_Manager]] |
Revision as of 19:18, 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.
BPM Workflow
The First Time Fix is a simple flag that is set against an incident record through the use of the Hornbill BPM Automation called First Time Fix. 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.