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:
• Set the global setting SET005, Calculate SLA Response Time (module Service Level Agreement, submodule SLA Clock on Work Order) to True (default is False).
• Ensure that Service Level Agreement > SLA Clock on Work Order SET003 is set to True (default value) and SET001 is set to the required value.
• If not using OOTB fields, create custom fields in Work Order: Technician, Account, Product, (lookup fields), and/or Service Delivered On (DateTime field).
• 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 – Average Response Time objects.
• In the SFM mapping, do not include fields such as Account, Technician, and Product, which are mandatorily mapped from source to metric objects through specific configurable parameters.
• If required, update the value of the global configuration setting SET005 (default: 60 days), to limit the age of the top-level issue considered for a metric generation.