We are getting frequent requirement from our customers to support First call resolution (FCR) option for Requests and to generate reports based on it.  Wish to understand how FCR can be auto determined.  

Below are some of the ways where FCR can be set automatically :

- When request is created in closed status

- When no Reply has been sent to Requester and the request is getting closed

- When only one Reply has been sent to Requester (apart from any automatic mails) and the request is closed

- Ticket is been closed without any change in configurable parameters like Level,Technician etc.

- Requester can mark any ticket as FCR

- Technicians can mark any ticket as FCR , (may need co-ordinator or requetser acknowledgement based on configuration).

- Ticket is re-opened & closed , but the technician has not changed/updated any configured field can be marked as FCR. Eg., Requester acknowledges the technician that ticket is resolved, but it may get reopened in ServiceDesk Plus. If only status is changed , it can be marked as FCR.

Some of the cases when the FCR should not be allowed to set :

- when a Request is reopened

- when there are more than one reply sent to the Requester

When a ticket is re-opened, FCR will be cleared automatically.

Need to support setting FCR manually and also to remove the FCR entry.  We want to know if there are any other variations needed in setting up FCR.

regards,

Padmakumar

ServiceDesk Plus