I am trying to determine First call Resolution for our technician tickets. So far without trying pull data from individual SQL tables etc to determin true FCR I am comparing two fields and want to count the number of tickets where the two fields are equal and report the numbers for each group that I have created. The fields are TASKS.OPENBY and TASKS.CLSDBY
I tried doing a IF statement to cound the work order numbers when those are equal, but it does not report the number for each grouping, that the conditions are met for, when I add the first group to the count condition it reports back the same amount of total number of tickets for the group and I know there is a difference in the numbers. Thanks
Ralph