I am looking to track FCR in Jira Service Desk

[Daniel Parlin]

I can't quite find a way to do that? Perhaps a report that can show issues with no linked issues or re-assignments? Any help is appreciated!

[Brian B_]

Atlassian Support confirmed with me today that even though they have the recommended article in their documentation and highlight it as a reason to buy their products, they indeed do not have it. As pointed out by Todd above. 

https://www.atlassian.com/it-unplugged/itsm/first-call-resolution

They let me know here is the feature request. There are no plugins in the Marketplace that do this.

https://jira.atlassian.com/browse/JSDCLOUD-552

I may go for the custom field option and testing out a rule that which will set the field to Yes if the First Response Time equals the Resolution Time. This would not be 100% correct but its a step in the right direction.

[Todd Thomas]

I'm looking for the same thing. FCR is a standard service desk metric. Knowing how Jira Service Desk can report or this (likely through some sort of automation/configuration) is going to be essential for our KPIs.

In fact, there's a whole article about the importance of FCR by Atlassian:

https://www.atlassian.com/it-unplugged/itsm/first-call-resolution

But no info on how to actually monitor/track this withing JSD. Is anyone doing this already and could share some wisdom?

[Todd Thomas]

It looks as though this same question was posed four years ago with no helpful replies:

https://community.atlassian.com/t5/Jira-Service-Desk-questions/How-is-quot-first-contact-resolution-quot-measured-in-Service/qaq-p/17621

I could see having a field called FCR (yes/no) set via automations that if an incident isn't resolved by the agent, it sets FCR = no, otherwise it is set to yes. It would be great if this was built into JSD instead of needing to add this manually. In fact, I found an article that details this using both the workflow and automation:

http://www.rightstar.com/an-easy-approach-to-quick-tickets-with-jira-service-desk/

[Balazs Brauner]

I am looking for the same but surprisingly, there is no built in option into Jira SD. Sure, you can create a custom field but that wouldn't solve the need entirely. A metric should never depend on the setting someone is choosing or not choosing but rather in behaviour tracking.

I could escalate the ticket and when my L2 sends it back, I could simply change the FCR flag and the tool would count it as met...

[Bren Lane]

I'd like to know how to pull this report as well?

[Jack Brickey]

FCR?

[Daniel Parlin]

Sorry, First Call Resolution. Issues entered at the Service Desk level and resolved without escalation or re-assignment. 

[Jack Brickey]

I would think this could be done by designing the workflow. You can also have SLAs.