MTTS Rules
MTTS (Mean Time To Service) Rules define the default service duration in minutes for work orders, based on the attributes of a work order. The rules are evaluated only when the following global configuration settings are set to True. Else, the service duration field is left blank in the work order.
• SET002 (Enable MTTS calculation in module Work Order; Module: Work Order > Submodule: Manage MTTS Rules)
• GBL007 (Enable Dispatch Optimization; Module: Common > Submodule: Global Settings)
When the above settings are set to True, the rules are evaluated in the defined sequence when a work order is created /updated, and the first matching rule is applied. If there are no MTTS rules defined/matched, work order service duration is set to the value of a global configuration setting SET004 (Default Service Duration; Module: OptiMax > Submodule Dispatch Calculations).
When a single Work Order event is created in Dispatch Console, the Service Time of the event is set to Work Order service duration and event duration is the sum of Service Time and Drive Time. This is true if the service duration or drive time is 1 minute or higher. When Multi-Assign is done for a Work Order, the duration of the first event created is set to Work Order service duration, if the service duration is >0 seconds.
If the work order service duration/drive time conditions as specified above are not met, event duration is set to the value of group configuration setting SET002 (Default event duration (Number of minutes): Module: Dispatch Management > Submodule: Dispatch Console Flex).
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The service duration is defined in minutes in MTTS rules and as the SET004 value. However, it is converted to seconds and stored in the Work Order field Service Duration (in Seconds).
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MTTS calculation happens in the managed trigger on the Work Order object. So, if an MTTS rule is defined based on a custom field whose value is set in another custom trigger on Work Order, the rule may not get applied depending on the sequence in which the triggers are executed by Salesforce. This is because Salesforce does not define the order of execution of triggers. For such scenarios, see Invoking MTTS rule calculation from custom Work Order trigger.
For information about creating and managing MTTS rules, see Configuring MTTS Rules.