Source Records
Work Orders which match ‘the expression to qualify work orders for this metric’, with the following additional work order filters applied:
• Created Date is greater than today minus the value of global configuration setting SET008 (default: 60 days).
• Last Modified Date is greater than the last execution time of SPM Engine.
• None of the Work Order fields configured as source fields for SPM – Repeat Visit records are blank.
For each source work order which matches all of the above conditions, one SPM – Repeat Visit record is created, with the mappings covered in the next section. At this stage, it is a primary work order, with no follow-up work order.
A work order which matches the above conditions is also matched against the following additional conditions(all should match), to determine if it is a follow-up work order:
• Expression ‘to identify recalled work orders’
• Time difference between the ‘Service Delivered On’ datetime field values is less than or equal to ‘Repeat Visit timeframe’
• If ‘Reference To Primary Work Order’ is set to Yes, then Primary Work Order field is not blank
• All the fields configured to be considered for Repeat Visit match, with the match for individual fields determined as follows:
• Account: Managed ServiceMax field Account matches.
• Location: Managed ServiceMax field Site matches.
• Installed Product: Managed ServiceMax field Top-Level matches; if it is blank, then managed ServiceMax field Component’s Top-Level field matches.
If there is no Top-Level match because Top-Level is null, then a work order is not considered as a follow-up work order, even if all other conditions match. This is true even if the values of work orders Component fields match.
At this stage, the SPM – Repeat Visit record for the primary work order of this follow-up work order is updated, with the following fields mapped as covered in the next section:
• Followup Incident On: Set to the ‘Service Delivered’ field of the follow-up work order.
• Followup Work Order: Set to the Record Id of the work order identified as the follow-up work order.
With this update, the formula field Repeat Visit? is set to True in the SPM – Repeat Visit record for the primary work order, indicating that this primary work order required a repeat visit.
Ensure that a primary work order has only one follow-up work order. Otherwise, only one (the earliest) of the follow-up work orders will be considered as the repeat visit. This is true when Reference to Primary Work Order is set to Yes.
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Example
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If Work Order 1 is the Primary Work Order for Work Order 2 and Work Order 3, the following SPM – Repeat Visit records will be created, assuming all other conditions match as described above:
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For Work Order 1: Work Order 2 is the follow-up work order
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For Work Order 2 and Work Order 3: No follow-up work order
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If Reference to Primary Work Order is set to No, the following SPM – Repeat Visit records will be created for the same set of work orders:
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For Work Order 1: Work Order 2 is the follow-up work order
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For Work Order 2: Work Order 3 is the follow-up work order
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For Work Order 3: No follow-up work order
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