Service Performance Metrics - SPM Configuration
1. Navigate to > > .
2. Click Org Profiles tab.
3. Select the Active profile.
4. Click Settings tab.
5. Expand the module and the submodule to view the relevant settings.
Module: Service Performance Metrics; Submodule: SPM Configuration
|
Setting ID
|
Setting Name
|
Description
|
Data Type
|
Default Value
|
||
|---|---|---|---|---|---|---|
|
SET001
|
Top level issue's age in days from SPM Engine execution date for FTF Metric
|
Consider work orders to generate First Time Fix metric, only if their top level issue record were created within ‘n’ days from SPM Engine execution date, where ‘n’ is the value of this setting.
|
Number
|
30
|
||
|
SET002
|
Top level issue's age in days from SPM Engine execution date for MTTR Metric
|
Consider work orders to generate Mean Time To Repair metric, only if their top level issue record were created within ‘n’ days from SPM Engine execution date, where ‘n’ is the value of this setting.
|
Number
|
30
|
||
|
SET003
|
Service contract age in days from SPM Engine first-run date for Contract Up Time
|
Consider service/maintenance contracts to generate Contract Up Time metric, only if they were created within ‘n’ days from the First Execution Date of SPM Engine for this metric, where ‘n’ is the value of this setting.
|
Number
|
365
|
||
|
SET004
|
IB age in days from SPM Engine first-run date for Attach Rate
|
Consider installed products to generate Attach Rate metric, only if they were created within ‘n’ days from the First Execution Date of SPM Engine for this metric, where ‘n’ is the value of this setting.
|
Number
|
365
|
||
|
SET005
|
Top level issue's age in days from SPM Engine execution date for ART Metric
|
Consider work orders to generate Average Response Time metric, only if their top level issue record were created within ‘n’ days from SPM Engine execution date, where ‘n’ is the value of this setting.
|
Number
|
60
|
||
|
SET006
|
Top level issue's age in days from SPM Engine execution date for MTTC Metric
|
Consider work orders to generate Mean Time To Complete metric, only if their top level issue record were created within ‘n’ days from SPM Engine execution date, where ‘n’ is the value of this setting.
|
Number
|
60
|
||
|
SET007
|
Timesheet age in days from SPM Engine execution date for technician Utilization
|
Consider timesheets to generate technician Utilization metric, only if they were created within ‘n’ days from SPM Engine execution date, where ‘n’ is the value of this setting.
|
Number
|
60
|
||
|
SET008
|
Top level issue's age in days from SPM Engine execution date for RV Metric
|
Consider work orders to generate Repeat Visit metric, only if their top level issue record were created within ‘n’ days from SPM Engine execution date, where ‘n’ is the value of this setting.
|
Number
|
60
|
||
|
SET009
|
Individual Metric age in days from SPM Engine execution date for Account Summary
|
Consider individual metric to generate Summary metric, only if they were created within ‘n’ days from SPM Engine execution date, where ‘n’ is the value of this setting.
|
Number
|
60
|
||
|
SET010
|
Global Setting for MTBF
|
Consider Installed Products which were created within ‘n’ days prior to the SPM engine execution date for computing MTBF metric, where ‘n’ is the value of this setting.
|
Number
|
365
|
||
|
SET011
|
Global Setting for Contract uptime -Trending
|
Enable the setting to create new contract uptime metric data each time the engine runs (rather than replacing the old data) and display the trending report of contract uptime over time.
|
Boolean
|
True
|
||
|
SET012
|
Global Setting for Attach rate -Trending
|
Enable the setting to create new attach rate metric data each time the engine runs (rather than replacing the old data) and display the trending report of attach rate over time.
|
Boolean
|
True
|
