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Replace the Labor Time in Minutes in MTTR instead of adding to it.

Replace the Labor Time in Minutes in MTTR instead of adding to it.

Replace the Labor Time in Minutes in MTTR instead of adding to it.

Currently when you modify a Work Order that already has an SPM-MTTR record, the existing MTTR record is updated and the labor time from the Work Order is added to the existing MTTR record.

Rather than adding to it and doubling or tripling the Labor in minutes, the MTTR engine should replace the existing value or should automatically update the Labor lines it has already picked up so the time is not added the existing MTTR record.

Also if a mass update is done to thousands of Work Orders the MTTR data associated with those records will be doubled, assuming the work orders fall into the window specified in SET002 (Org-wide configuration | Service Performance Metrics | SPM Configuration).

What is the underlying problem do you intend to solve with this idea?
Preventing MTTR data from becoming inaccurate due to simple updates after the MTTR record has been created.
How is the problem being addressed today, if at all?
Reviewing and manually updating the MTTR data each week
Product Area?
Service Performance Metrics MTTR
What version of ServiceMax are you on?
Started in 18.30000.21 and this functions the same in 19.10000.21
Tags (1)
8 Comments
Line Chef
Line Chef

This behavior is different from releases prior to 18.3000.21 and has not been documented.

Product Team
Product Team

@josh_trujillo is this a bug?

Employee
Employee

@doug_vankirk  No, we tried that route. See defect 045530 for more info.

Product Team
Product Team

Hey @josh_trujillo I couldn't find that issue in SFDC. was it closed?

Product Team
Product Team
Status changed to: Not Planned

Thanks for your suggestion. Unfortunately, we do not have plans to pursue this at this time.

Line Chef
Line Chef

really?

Line Chef
Line Chef

I'm experiencing the same issue with the MTTR metric which is affecting about 35% of the Work Orders causing them to display the true TTR doubled.  Has anyone found a solution or work-around for this problem other than manually updating the SPM records?  The user manual states many times that once an SPM record is created, it will not be overwritten, but that does not seem to be true.

Line Chef
Line Chef

@amberporter  :

Servicemax says this behavior is because some customers have MTTR run on 'still open' WOs, so it allows the engine to pick up the new lines as they are created. (this requires some sort of 'line status' field that the SPM criteria can check to see if the line was already processed by the SPM engine; but this does not exist out of the box). 

It is annoying that the engine has a default behavior that requires additional work to avoid a reprocessing (and thus additional counting) of detail lines. (If it is going to do this, they should have a mechanism built in to track lines that were already processed.)

As a workaround, in our criteria, we only process closed WOs and the SPM job runs once a week, so I added an additional criteria to only process WOs where the 'completion age' field is less than 8 days... this way a WO is only processed one time thus avoiding any reprocessing of the WO. ('completion age' is a formula field that calculates the number of days since the WO was closed)