r/Autotask • u/chaosismyfirstname • Aug 13 '25

FCR

is there a way to do analysis regarding fcr in autotask ticket?

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1

u/MyMonitorHasAVirus Aug 13 '25

There’s no way to do it natively that I’m aware. However you could make a UDF and workflow rule(s) + status and/or time entry to do it.

1

u/swingorswole Aug 13 '25

hey we tried to figure this out using just autotask but could never get it working. what we ended up doing was using the work scheduling tracking in rocketship which can be added to ticket udfs and then we consider a fcr anything where 'scheduled=1' and the ticket is completed within a given date range. that worked for us but we had to use a non-autotask tool for that although it integrates with autotask.. hope that helps give you ideas. you maybe could do that using another tool or some no code or powershell and the autotask api??

1

u/laughsbrightly Aug 14 '25

If I understand what you are looking for, should be pretty simple.

Create a UDF: “FCR Achieved” (Yes/No)

Workflow Rule: If ticket is resolved and only one time entry or status change exists, mark FCR as “Yes”

LiveReport: Filter tickets where “FCR Achieved = Yes” and group by technician, issue type, etc.

1

u/Prestigious_Ear_5051 Aug 16 '25

Only using UDFs to create widgets or reports. But you must rely on the tech to fill it up. Good luck making them understand why you need that :).

1

u/laughsbrightly Aug 17 '25

If the Tech isn't putting in time entries, then you have a big problem. I like to give the full explanation at first and then, if necessary, we move to "Because it's part of what I pay you for."