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I'm new to JIRA Service Desk and need to gather the first contact resolution metric. This metric measures the number of ticket resolved based on initial information received. Any follow-up with the reporter between opening and closing communication is a failure.
Question: Is there a field that reflects the type of communication sent to the reporter? With that information I could do a report based on the type and get the information I need. I'm looking for an automated process since clicking a box reflecting customer contacted is easily missed.
Thanks for any information.