Analytics > Service Performance Metrics > SPM Configuration for Administrators > Mean Time To Repair (MTTR) > Metrics Calculation > Target Records
Target Records
One SPM - Mean Time To Repair record is created per qualified source record with the Work Order field as the primary key, and the mandatory mapping is done as follows:
Target Field
Value Derived From
Remarks
Account
WorkOrder >'Account'
Value of Account lookup field configured in SPM Setup > Settings tab
Calculation Method
Metric definition
Hardwired to SPM MTTR: Sum of Labor Details
Configuration Name
Internal reference to the metric definition
Value of numeric field configured in SPM Setup > Settings tab
Dead Time (InMinutes)
WorkDetail >‘DeadTime’, as the sum of the field values of all qualifying work details
Line Qty is recorded in hours, hence the conversion. If Line Qty is blank, the value is derived as the difference between Start Date and Time and End Date and Time, using the technician’s Working Hours (if it is blank, then using the org’s default business hours)
Labor Time (In Minutes)
Work Detail > Line Qty converted to minutes, as the sum of the field values of all qualifying work details
Value of Product lookup field configured in SPM Setup > Settings tab
Product
Work Order >‘Product’
Value of date field configured in SPM Setup > Settings tab
Service Delivered On– Date
Work Order >‘Schedule Date’
Value of date field configured in SPM Setup > Settings tab
Technician
Work Order >‘Technician’
Value of Technician lookup field configured in SPM Setup > Settings tab
Work Order
Work Order > Record ID
Service Request
Work Order > Service Request
Value is derived from work Order > Service Request
Case
Work Order > Case
Value is derived from Work Order > Case
If any additional mapping is defined through custom SFM mapping, then those additional attributes are mapped from the source object to the metric object. The following SFM mapping features are supported:
• Additional mapping (one or two additional fields to consider if the primary source field is blank) defined for any field
• Any static values defined for fields
• SFM Literals used to define default values for date and date-time fields
After a target record is created, there are no overrides and no re-examination. This means that if an SPM- MeanTime To Repair record exists for a work order already, it is not updated and that work order is not processed again. However, if the work order is modified at a later point of time and meets the criteria as a result of that, MTTR is recalculated and the existing MTTR record is updated.
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