ITSMTicketFirstLevelSolutionRate

[sujeeva]

Hi Friends,

I was trying to use the ITSMTicketFirstLevelSolutionRate for report related to couple of queues. However, I noticed that customer webrequest tickets do not count. Can any one give me an idea how I can get customer web request tickets also counted for this?
Thanks,
Sujeeva

[sujeeva]

Hi Friends,
I understand there is some thing to do with below code:
ITSMTicketFirstLevelSolutionRate.pm

I have added below code, but there is no change:
# first article is customer web request
if ( $ArticleDataList->[0]->{ArticleTypeID} eq $Self->{webrequestTypeID} ) {
if ( !$ArticleDataList->[0] ) {
$FirstLevelSolutionTickets++;
next TICKETID;
}
}