CA Service Management

  • Private Community

  • 1.  FCR And MTTR report in Bi lauch Pad

    Posted Apr 05, 2017 08:24 AM
      |   view attached

    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.

    Attachment(s)

    xlsx
    FCR.xlsx   9 KB 1 version


  • 2.  Re: FCR And MTTR report in Bi lauch Pad

    Broadcom Employee
    Posted Apr 26, 2017 05:31 AM

    Hi Yusuf,

     

    I ma not sure what type of Report are you preparing to build but if you are looking for web intelligence or Crystal report please follow the below document for creating a report.

     

    https://docops.ca.com/ca-service-management/14-1/en/building/building-ca-service-desk-manager/modify-ca-business-intelligence-reports/reports-and-folder-structures#ReportsandFolderStructures-CreateaWebIntelligenceReport

     

    Let me know if this documentation helps?



  • 3.  Re: FCR And MTTR report in Bi lauch Pad

    Posted Nov 29, 2018 05:23 AM

    Hi Yousuf,

     

    were you able to create a new report or edit the existing crystal report?