The Business Process Config tab helps you select the business process level at which you want to measure the organization's service performance. You need to select the top-level business issue object based on your organization's metrics requirements. Some organizations allow technicians to close the work order even if they cannot fix the customer's problem. In other cases, organizations allow technicians to keep the same work order open till the customer's problem is fixed. You need to consider all these scenarios when you select your top-level issue object. The system picks the work orders for metric process calculation based on the top-level issue object. For example, if you want to measure the mean time to repair at a case level, you need to select Case from the issue object list so that all work orders related to the case that qualify the selected criteria are considered for calculation.

The SFM expressions help to qualify cases/service requests for processing and identifying work orders that should be considered for metrics calculation. After you select the top-level issue object and the expression, click the Save button to save the business process configuration changes.