CA Service Management

Hi All,

I am planning to create FCR (first call resolution ) and MTTR (Mean time to resolve) report in Bi Launch pad.

Can anyone tell the procedure or steps how to create the same , what are all the field that are required to create.

what are all the filters that we need to use.

Can anyone help me with sample reports.

Will wait for positive response.

PFA, here am attaching one sample report that i have created in other tool, same type of report , i want to create in BI launch pad with same column and same fields.

Please refers the same and help me to get out of this.

Hi Yusuf,

I think you may have posted this in the wrong community.

Currently UIM does not have a to do FCR or MTTR.

as we do not have anything that would relate to this.

if you think you posted this to the correct communities can you provide more details

on how you are collecting this information in UIM?

HI gene,

This thing is not related to UIM , it is related to SDM (Service Desk Manager). Am having three server, in one i have installed SDM application, and in 2nd one i have installed CA SDM Database server and jasper server. And in 3rd one i have installed CABI.

Snip FYI, where i want to create those report. (BI launch Pad)

hi Yusuf,

So this is the UIM communities so not sure anyone here will have an answer for you.

I would suggest you re-post this on the Service desk communities here:

CA Service Management 

Ohhh,

thanks for your help