Analytics > Service Performance Metrics > SPM Configuration for Administrators > Average Response Time (ART) > Metrics Calculation > Target records
Target records
One SPM – Average Response Time 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
Actual Initial Response Time (In Mins)
Work Order > Time to Initial Response (in Minutes)
Hardwired mapping
Actual Onsite Response Time (In Mins)
Work Order > Time to Onsite Response (in Minutes)
Hardwired mapping
Actual Resolution Time (In Mins)
Work Order > Time to Resolve (in Minutes)
Hardwired mapping
Actual Restoration Time (In Mins)
Work Order > Time to Restore (in Minutes)
Hardwired mapping
Calculation Method
Metric definition
Hardwired to SPMART: Standard
Configuration Name
Internal reference to metric definition
Extension Time (In Mins)
Work Order > SLA Clock Extension Minutes
Hardwired mapping
Product
Work Order > ‘Product’
Value of Product lookup field configured in SPM Setup > Settings tab
Service Contract
Work Order > Service Contract
Hardwired mapping
Service Delivered On – Date
Work Order > ‘Service Delivered On’
Value of datetime field configured in SPM Setup > Settings tab
SLA Initial Response Time (In Mins)
Work Order > SLA Initial Response (In Mins)
Hardwired mapping
SLA Onsite Response Time (In Mins)
Work Order > SLA Onsite Response (In Mins)
Hardwired mapping
SLA Resolution Time (In Mins)
Work Order > SLA Resolution (In Mins)
Hardwired mapping
SLA Restoration Time (In Mins)
Work Order > SLA Restoration (In Mins)
Hardwired mapping
SLA Terms
Work Order > SLA Terms
Hardwired mapping
Technician Work
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.
Once a target record is created, there are no overrides and no re-examination. This means that if an SPM – Average Response Time record exists for a work order already, it is not updated and that work order is not processed again.
Was this helpful?