Analytics > Service Performance Metrics > SPM Configuration for Administrators > Repeat Visit > Metrics Calculation > Target Records
Target Records
One SPM – Repeat Visit record is created per qualified source record with Work Order field as the primary key, and the mapping is done as follows:
Target Field
Value Derived From
Remarks
Calculation Method
Metric definition
Hardwired to SPMREPEATVISIT: Standard
Configuration Name
Internal reference to metric definition
First Incident On
Work Order > ‘Service Delivered On’ ‘
Service Delivered On’ field value of the primary work order
Followup Incident On
Work Order > ‘Service Delivered On’ ‘
Service Delivered On’ field value of the follow-up work order
Followup Work Order
Record Id of the work order identified as the follow-up work order for the current work order
Follow-up work order is identified based on the following, in addition to matching both the work order expressions configured:
Primary Work Order (if Reference to Primary Work Order is set to Yes) Time difference between the ‘Service Delivered On’ dates being <= Repeat Visit timeframe
Work orders matching on all the configured fields (one, two, or all the three of the following), with the matched fields as listed below:
Account: Managed ServiceMax field Account
Location: Managed ServiceMax field Site Installed Product:
Top-Level field value if not blank, or Top-Level field value of the managed ServiceMax field Component’s value.
Installed Product
Work Order > ‘Installed Product’
Value of Installed Product lookup field configured in SPM Setup > Settings tab
Product Warranty
Work Order > Warranty
Hardwired mapping. Product Warranty lookup field
Repeat Visit?
True if SPM – Repeat Visit Followup Incident On is non-null; False if null
Formula field
Repeat Visit Within (Days)
Followup Incident On – First Incident On
Formula field
Service Contract
Work Order > Service Contract
Hardwired mapping. Service/Maintenance Contract lookup field
Service Manager
Manager of Salesforce User associated with the Technician
Hardwired mapping. User lookup field
Service Team
Service Team of the Technician
Hardwired mapping. Service Team lookup field
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 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.
For one work order, only one target record (SPM – Repeat Visit record) is created. It can be updated with the details of Followup Incident On and Followup Work Order, when its follow-up work order is processed during a subsequent run of the SPM engine.
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