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/

[Deleted user]

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.

[GiorgosTsav]

Hello, i was assigned a similar report for L3 Support Department. Based on assumptions and rules i managed to create 5 different filters. All of them give me data for the same assignee, based on different cases, such as without Linked Issue Type, Status was not Escalated and similar cases in order not to miss anything. I am not sure whether my data are valid, but i do have a starting point. I have been trying to figure out the filter which will give me the total numer of tickets created. If you have any suggestion pls share. Based on my search, Fcr is really asked by management.