I was just wondering how people are reporting on First Contact Resolution using JIRA service desk.
I've come up with a couple of methods but I just wanted to see if there are better ideas out there.
1) Add a status to the workflow to represent first contact resolution. This status would have two transitions:
I then would set a post function to set a custom field in the backend to ‘Yes’ every time the status transitions from ‘First Contact Resolution’ status to ‘Resolved’. I could then create a series in a report based off of the custom field.
2) Create a custom FCR field and manually choose "Yes" if the ticket was completed on first contact.
Also, is there a way to create a custom series in the reporting to calculate a percentage? Trying to create a first contact resolution % (where custom field = 'Yes'/Number of tickets where status = resolved) Currently the only series I can create are counts.
Hello @David Anthony
You can use the VisualScript for Jira add-on in the marketplace to do this, and create a visual reporting of the metrics in a Jira dashboard.
We have built first-contact resolution into a table of OKRs along with other valuable help desk metrics like:
The app can also calculate percentages and present those in a visual as well.
FYI - I work on the product team for VisualScript.
@David Anthony have you tried using historically searchable JQL params?
Here is a sample JQL I would use to get the issues I want
status was not in ("In Progress") and status was in (Open)
And here is the advanced search reference https://confluence.atlassian.com/jirasoftwarecloud/advanced-searching-operators-reference-764478341.html .
Basically I'd create a JQL with just the FCS status and the Resolved status. The absence of the intermediary statuses would tell me that it was a FCS resolved issue. Then I'd just count as normally.
Would this work for you?
Hello Atlassian Community! We’re thrilled to announce some exciting changes to incident management in Jira Service Management Cloud, in order to give your teams extra muscle during incidents, and ...
Connect with like-minded Atlassian users at free events near you!Find an event
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.Host an event
You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events