Analytics > Service Performance Metrics > SPM Configuration for Administrators > Mean Time To Complete (MTTC) > Metrics Calculation > Target records
Target records
One SPM – Mean Time To Complete record is created per qualified source record with the Work Order field as the primary key, and the mapping is done as follows:
Target Field
Value Derived From
Remarks
Account
Work Order > ‘Account’
Value of Account lookup field configured in SPM Setup > Settings tab
Calculation Method
Metric definition
Hardwired to SPMMTTC: Standard
Completion Time (In Mins)
Work Order > ‘Service Completed On’ – ‘Service Created On’
Difference between the value of DateTime fields configured in SPM Setup > Settings tab, using the technician’s Working Hours (if it is blank, then using the org’s default business hours)
Configuration Name
Internal reference to metric definition
Product
Work Order > ‘Product’
Value of Product lookup field configured in SPM Setup > Settings tab
Service Delivered On – Date
Work Order > ‘Service Completed On’
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 DateTime fields.
Once a target record is created, there are no overrides and no re-examination. This means that if an SPM – Mean Time To Complete record exists for a work order already, it is not updated and that work order is not processed again.
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