Assigning an 'Actual' status to an order

Core TSIs : Service Level Agreements : Working with SLAs – Work Orders : Assigning an 'Actual' status to an order

The ‘Actual’ TTR/TTA/TTF/TTC KPIs can be entered manually on an order, but it is also possible to have these set automatically by defining specific (user) statuses per KPI that implement the actual KPI.

For more information on KPI, see KPI (Key performance indicator).

Prerequisite

Your Planon administrator has configured at least one status as ‘Actual’ KPI status.

For more information on configuring 'Actual' KPI statuses for SLAs, see Field definer > SLA settings.

Procedure

1. In Work Orders , create an order or request with an SLA.

2. If you change the order’s status to a status that has been defined as ‘Actual’ status, the date-time is populated in the respective ‘Actual’ KPI field.

The ‘Actual’ KPIs are only updated when the respective fields are empty.

Setting the actual Time to Attend will update the actual Time to Respond (if empty). Similarly, setting the actual Time to Fix will update the actual Time to Attend (if empty) and the actual Time to Complete will update the actual Time to Fix (if empty).