Analytics > Service Performance Metrics > SPM Configuration for Administrators > First Time Fix (FTF) > Metrics Calculation > Target Records
Target Records
One SPM - First Time Fix 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
Hard wired to SPM FTF: Work Order Expression
Configuration Name
Internal reference to the metric definition
Fixed On
WorkOrder >‘FixedOnDate’
Date derived from the value of DateTime field configured in SPM Setup > Settings tab, with the time zone, applied taken from the Technician Salesforce User record
Is Fixed First Time
True if the work order matches‘ the expression to identify the work orders that were fixed on the first visit. False otherwise.
As configured in SPM Setup > Criteria tab
Product
WorkOrder >‘Product’
Value of product lookup field configured in SPM Setup > Settings tab
Service Manager
Manager of Salesforce User associated with the Technician
Service Team
Service Team of the Technician
Technician
WorkOrder >‘Technician’
Value of Technician lookup field configured in SPM Setup > Settings tab
Work Order
Work Order > RecordID
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
Once a target record is created, there are no overrides and no re-examination. This means that if an SPM- First Time Fix record exists for a work order already, it is not updated and that work order is not processed again.
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