Difference between revisions of "First Time Fix"
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The only thing needed to start tracking first time fixes is the addition of Hornbill BPM Automation for First Time Fix. 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. | The only thing needed to start tracking first time fixes is the addition of Hornbill BPM Automation for First Time Fix. 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. | ||
|}} | |}} | ||
+ | {{Section| | ||
+ | ==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 FTF flag is stored in the ''h_itsm_requests'' table in the column ''h_firsttimefix''. | ||
+ | {{bullet1|NULL|If the request has not been assessed for FTF the value will be null}} | ||
+ | {{bullet1|1|The value will be set to 1 if the FTF has been achieved}} | ||
+ | {{bullet1|0|The vulue will be set to 0 if the FTF was not achieved}} | ||
[[Category:How_To_-_Service_Manager]] | [[Category:How_To_-_Service_Manager]] |
Revision as of 20:52, 9 June 2022
Home > How To > Service Manager > First Time Fix | Index |
{{Section|
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 FTF flag is stored in the h_itsm_requests table in the column h_firsttimefix.
- NULL
- If the request has not been assessed for FTF the value will be null
- 1
- The value will be set to 1 if the FTF has been achieved
- 0
- The vulue will be set to 0 if the FTF was not achieved