How to measure FLR (First Level Resolution) or FTF (First Time to Finish) in JSM or using JQL

[Matthew Rochman]

Hi All,

Whether I call it "FLR" (First Level Resolution) or "FTF" (First Time to Finish) or "FCR" (First Contact Resolution), I am talking about the same thing: Which tickets in JSM are resolved by the first person they are assigned to. 

We want to measure this on our service desk. 

There are obviously some manual options - could introduce a new workflow status which agents select when they re-assign a ticket. Could introduce some field to select when closing to indicate the ticket was re-assigned. 

But I would like something that does not rely on the agent doing any actions. At this point, I would effectively want to simply identify tickets where there assignee has changed during it's lifecycle.

NOTE: All tickets start as "Unassigned" and are then assigned to an agent for resolution. So not looking at counting that first initial assignment, but reassignment to another agent after it's already been assigned the first time. 

I assume some data reporting tools can allow you to isolate tickets where assignee changed more than once. Are there any reports or JQLs or solutions devised that I can look at to achieve the outcome? Ultimately, I'd be looking at an issue count of tickets re-assigned (full stop) so effectively we can determine what percentage are resolved by the first assignee.

Any suggestions welcome

[Markus Fredén]

Hi @Matthew Rochman ,

I'm not able to test this at the moment but I think you can achieve this with following JQL;

NOT assignee CHANGED

/Markus

[Matthew Rochman]

Hi Markus,

Thanks for suggestion - was nearly there actually. But I'm afraid it is counting changes from "unassigned" to "X" as a change in assignee. 

Obviously this is technically an assignee change, but all tickets start here as unassigned and are then assigned to particular people for resolution by a triage team manually. So basically I'm wanting to disregard the first assignment (from unassigned to assigned) and only count a change in assignee from the first.

Do appreciate fast response :) Updating initial description to include this point