How To: 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:
- 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.