SPM configuration consists of a pre-defined calculation method Top Level Summary for metric generation and requires only the configuration First Time Fix, Mean Time to Repair, Mean Time to Complete, Average Response Time, and Repeat Visit for creating the metric data as per the definition.

The generic definition and configuration for this metric include the following aspects:

You can select Case, Service Request, or Work Order (primary) from the top-level issue object list, and also select the qualification criteria for filtering these objects. These configurations help to qualify cases/service requests / primary work orders 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.

Since the top-level summary includes the summary of First Time Fix, Mean Time to Repair, Mean Time to Complete, Average Response Time, and Repeat Visit metrics, you need to configure these metrics the way your organization requires them. You can refer to the individual online help pages to know more about how to configure these metrics. You can run the job or schedule to run it at a later stage.