Analytics and Dashboards > Service Performance Metrics > SPM Configuration for Administrators > Contract Up Time > Metrics Calculation > Target records
Target records
One SPM Down Time Detail record is created per Start Date (on which an installed product was down) for each Covered Installed Product. It is created directly from the Work Order record’s ‘Created On Date’ and ‘Fixed On Date’ fields if Consider Downtime from is Work Order. It is created from Down Time records if Consider Downtime from is Down Time.
Mapping is done as follows:
Target Field
Value Derived From
Remarks
Account
Covered Product > Service/
Maintenance Contract > Account
Calculation Method
Metric definition
Hardwired to SPMUPTIME: Subtract
Downtime from Uptime
Configuration Name
Internal reference to the metric definition
End Date
Last date of the month for which the monthly up-time summary applies
Guaranteed Up Time (In Mins)
Difference between the Start and End dates of Covered Product/Contract, calculated based on the applicable Business Hours.
Start Date and End Date are taken from Covered Product if they are not blank. Else, both the values are taken from the parent Service Contract.
If the above Start Date is <First Date of the applicable month, First Date is taken as the Start Date.
If the above End Date is > Last Date of the applicable month, the Last Date is taken as the End Date.
Value of Business Hours lookup field configured in SPM Setup > Settings tab is considered if non-null; else, the organization’s default Business Hours are considered.
Installed Product
Work Order > ‘Installed Product’
Value of Installed Product lookup field configured in SPM Setup > Settings tab, where work order is qualified & associated with a qualified service contract and installed product is a covered product of a qualified service contract.
Service Contract
Covered Product > Service/Maintenance Contract
Qualified service contract
Start Date
First date of the month for which the monthly up-time summary applies
Total Down Time
Sum of the Down Time (In Mins) field values of all the child SPM Down Time Detail records
Roll-Up Summary field
Total Down Time During Maintenance
Sum of the Down Time (In Mins) field values of all the child SPM Down Time Detail records, which have Is PM Work Order set to True
Roll-Up Summary field
Up Time % (Including Maintenance)
(Guaranteed Up Time – Total Down Time) / Guaranteed Up Time, in %
Formula field
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 DateTime fields
One SPM Down Time Detail record is created per Start Date (on which an installed product was down) for each Covered Installed Product, and ‘Fixed On Date’ fields, if Consider Downtime from is Work Order. It is created from Down Time records if Consider Downtime from is Down Time. Mapping is done as follows:
Target Field
Value Derived From
Remarks
Down On
Down Time > Start Time
OR
Work Order > ‘Created On Date’
Depends on whether Consider Downtime from is set to Down Time or Work Order
Down Time (In Mins)
Down Time > Duration, as the sum of the field values of all the related Down Time records for the Down On date (matched with Start Time). If the Duration is blank, the value is derived as the difference between Start Time & End Time of the related Down Time records, calculated based on the applicable Business Hours.
OR
Difference between Work Order > ‘Created On Date’ and Work Order > ‘Fixed On Date’, based on the applicable Business Hours.
Whether Down Time record is considered or a Work Order record is considered depends on what Consider Downtime from is set to.
If the End Time does not fall in the same month as the Start Time, the End Date of the parent record is considered for calculation.
Is PM Work Order
Down Time > Work Order > Is PM Work Order
OR
Work Order > Is PM Work Order
SPM Up Time Detail
SPM Up Time Detail > Record ID
Parent record, whose Service Contract and Installed Product match with that of the Work Order, and whose Start Date <= Down On <= End Date
Work Order
Down Time > Work Order
OR
Work Order > Record Id
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