High-level Work Flow
This section provides a high-level overview of the Mean Time to Repair metric calculation process. It helps you to understand the available configuration options and how they help to qualify the records (work order) for the calculation of the metrics.
1. The first and foremost step is deciding at which level you want to calculate the metrics. You need to select the top-level issue object (Service Request, Case, Work Order) on the Business Process Config tab to decide whether you want to calculate the metrics at the Service Request, Case, or Work Order level.
2. The system determines the records belonging to which time frame should be considered for metric calculation. The system picks up the records based on the following filters:
a. Records belonging to the time-frame Created Date is greater than today minus the value of global setting SET006. The default value of SET006 is 60 days. You can update /edit the value of SET006 as required.
b. Last Modified Date (of primary work order, case, service request) is greater than the last execution time of the SPM Engine.
3. The metric is calculated based on the attribute of the Work Order object.
4. Use the object mapping section to define the object mapping for this metric. You need to select the source for Technician, Product, Source for Service Created On, Source for Service Completed On, and Account fields. The system checks whether Technician, Product, Service Created On, Service Completed On, and Account fields are blank or contain values. If the fields are blank, then those records are not considered for metric calculation. Qualify the work order for MTTC processing by setting the appropriate field values, so that it matches the work order expression configured in SPM Setup.
5. Use the Criteria tab to select the expression to qualify the work order for this metric.
All the work orders qualifying the primary criteria are loaded and they are processed in a batch. Mean Time To Complete records are created, one per qualified work order. If an SPM - Mean Time To Complete record exists for a work order already, it is not updated and that work order is not processed again. One ServiceMax Job record is created per scheduled run, with an execution log recorded in an attachment.
The Mean Time to Complete is calculated as the difference between the time of creation and completion of work orders. The system uses the technician's working hours for calculation. If the technician's working hours are not available, the system uses the organization's default business hours.