Optional Customizations and Configurations
If you need to measure this metric based on any custom attributes / conditions / mapping specific to your organization, following are the aspects you can consider:
• If not using OOTB fields, create custom fields in Work Order: Account, Location, Installed Product, Technician, (lookup fields), and/or Service Delivered On (datetime).
• If required, configure custom SFM expressions to qualify work orders for processing and to identify which of these were for repeat visits.
New standard SFM expressions available for this (on Work Order):
SVMXSTD: Completed and Unresolved Work Order and
SVMXSTD: Follow Up Work Orders
• If additional fields need to be mapped between business and metric objects, configure custom SFM mappings between Work Order and SPM – Repeat Visit objects
• If required, update the value of the global configuration setting SET008 (default: 60 days) ), to limit the age of top level issue considered for metric generation.
See Also: