Optional Customizations and Configurations
If you need to measure this metric based on any custom attributes/conditions/mapping specific to your organization, the following are the aspects you can consider:
• If not using OOTB fields, create custom fields in Work Order: Technician, Product, Account (all lookup fields), Service Created On, and/or Service Completed On (both DateTime fields).
• If required, configure custom SFM expressions to qualify work orders for processing.
• If additional fields need to be mapped between business and metric objects, configure custom SFM mappings between Work Order and SPM – Mean Time To Complete objects.
In the SFM mapping, do not include fields such as Technician, Product, and Account, as they are mandatorily mapped from source to metric objects through specific configurable parameters.
• If required, update the value of the global configuration setting SET006 (default: 60 days), to limit the age of the top-level issue considered for a metric generation.