Core TSIs : Service Level Agreements : Service Level Agreements - Field Descriptions : SLA related fields on requests/orders
SLA related fields on requests/orders
Field
Description
SLA service
Select an SLA service from the list. To display only the relevant SLAs for the order, select Only display services with a valid SLA check box in the pop up.
When a service is selected, Planon ProCenter checks if:
1. The service is linked to a service level agreement (SLA).
2. The SLA is linked to an SLA contract line. If yes, all SLA information is copied to the request/order.
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If the SLA service is linked to a standard request/order (in Supporting data ) and a helpdesk employee enters a new request/order based on this standard request/order, the SLA service field is populated automatically.
SLA
Displays the SLA defined on the service. The SLA contains information about the external/internal coordinator who can complete the service, the 'time to complete' and also the SLA costs (if applicable).
SLA priority
Specify a number to search for an SLA. By specifying an SLA priority for the order, a specific SLA can be found via the SLA scope.
Reported on
Displays the date and time when the order is added.
Requested response date-time (user) / Requested response date-time (property)
Displays the date and time before which a response must be given.
This date-time is initially calculated using the SLA's Time to respond on the basis of Original reporting date-time.
If this is not specified, the Reported on date is used.
Requested date-time to attend (user) / Requested date-time to attend (property)
Displays the date and time by which the tradesperson must be on site to investigate the problem.
This date-time is initially calculated using the SLA's Time to attend on the basis of Original reporting date-time.
If this is not specified, the Reported on date is used.
Requested date-time to fix (user) / Requested date-time to fix (property)
Displays the date and time by which the tradesperson should at least provide a temporary solution to the problem.
This date-time is initially calculated using the SLA's Time to fix on the basis of Original reporting date-time.
If this is not specified, the Reported on date is used.
Requested completion date-time (user) / Requested completion date-time (property)
Displays the date and time by which the order must be completed.
This date-time is initially calculated using the Priority of the order on the basis of Original reporting date-time.
If this is not specified, the Reported on date is used.
Actual response date-time (user) / Actual response date-time (property)
The actual date and time on which response is given.
It can be either set manually or automatically when the order\request is moved to Completed or Canceled status.
Actual date-time to attend (user) / Actual date-time to attend (property)
The date and time on which the tradesperson is actually on site to investigate the problem.
This date-time can be set either manually or automatically when the order is moved to the Completed or Canceled status.
Actual date-time of fix (user) / Actual date-time of fix (property)
The date and time on which the tradesperson actually fixed the problem. The fix can be temporary or permanent.
This date-time can be set either manually or automatically when the order is moved to the Completed or Canceled status.
Actual completion date-time (user) / Actual completion date-time (property)
The actual date and time on which the order should be (technically) completed.
It can be either set manually or automatically when the order/request is moved to Completed.
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All the ‘Requested date-time’ fields and ‘Actual date-time’ fields come in two variants: one for the time zones of the property and one for the time zone of the user. If the Multiple times zones feature is not enabled, both variants will display the same value and depending on your configuration, you will probably only have one of these two variants available on your layout.
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For more information, refer to Multiple Time Zones.
Original reporting date-time
Enables you to specify a date-time that should be considered as the date-time the order/request was entered.
When entered, this time is used to:
• calculate the Requested response date-time, Requested date-time to attend, Requested date-time to fix, Requested completion date-time of the order.
• Search SLAs.
Note that in case the calculations above are based upon the Start date-time, the Original reporting date-time is made read only. If no Original reporting date-time is specified, the Reported on date-time will be considered in the above calculations.
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When an SLA is applied, this field can only be changed in existing orders when the order has not been processed yet (still in the Reported status).
Contract line
Displays the contract line linked to the SLA.
Weighting
Specify a number to indicate the importance of the order. Based on the weighting, the completion time score and response time score are calculated.
The value in the Weighting field can also be adopted from the SLA.
'Time to respond' score
Displays the response time score calculated based on the weighting. This score indicates if the response on the order was in time or not.
If the Actual response date-time is less than (or equal to) the Requested response date-time: Response time score = Weighting
If the Actual response date-time is greater than the Requested response date-time: Response time score = -1 * Weighting
'Time to attend' score
Displays the score calculated for the 'Time to attend' based on the weighting. This score indicates if the order was attended to in time or not.
If the Actual date-time to attend is less than (or equal to) the Requested date-time to attend: Attend time score = Weighting
If the Actual date-time to attend is greater than the Requested date-time to attend: Attend time score = -1 * Weighting
'Time to fix' score
Displays the score calculated for the 'Time to fix' based on the weighting. This score indicates if the fix from the order was in time or not.
If the Actual date-time to fix is less than (or equal to) the Requested date-time to fix: Fix time score = Weighting
If the Actual date-time to fix is greater than the Requested date-time to fix: Fix time score = -1 * Weighting
'Time to complete' score
Displays the completion time score calculated based on the weighting. This score indicates if the order has been completed in time or not.
If the Actual completion date-time is less than (or equal to) the Requested completion date:
Completion time score = Weighting
If the Actual completion date-time is greater than the Requested completion date: Completion time score = -1 * Weighting
TTR throughput time
Displays the time difference between the Actual response date-time and the Insert date-time of the order. The throughput time is calculated on the basis of the priority defined on the SLA.
If the Original reporting date-time is specified, it will be used instead of the Insert date-time.
TTR total waiting time
Displays the total waiting time that affected the time to respond.
TTR unit
Displays the unit used to calculate the TTR throughput time and TTR total waiting time fields.
TTA throughput time
Displays the time difference between the Actual date-time to attend and the Reported on date-time of the order. The throughput time is calculated on the basis of the priority defined on the SLA.
If the Original reporting date-time is specified, it will be used instead of the Reported on date-time.
TTA total waiting time
Displays the total waiting time that affected the time to attend.
TTA unit
Displays the unit used to calculate the TTA throughput time and TTA total waiting time fields.
TTF throughput time
Displays the time difference between the Actual date-time of fix and the Reported on date-time of the order. The throughput time is calculated on the basis of the priority defined on the SLA.
If the Original reporting date-time is specified, it will be used instead of the Reported on date-time.
TTF total waiting time
Displays the total waiting time that affected the time to fix.
TTF unit
Displays the unit used to calculate the TTF throughput time and TTF total waiting time fields.
TTC throughput time
Displays the time difference between the Actual completion date-time and the Reported on date-time of the order. The throughput time is calculated on the basis of the priority defined on the SLA.
If the Original reporting date-time is specified, it will be used instead of the Reported on date-time.
TTC total waiting time
Displays the total waiting time that affected the time to complete.
TTC unit
Displays the unit used to calculate the TTC throughput time and TTC total waiting time fields.
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The unit of measurement for the ‘time to respond/attend/fix/complete’ depends on the period of the specified priority on the SLA. If the period of the priority is specified in hours or days, this unit will be in Working minutes. If the period of the priority is specified in minutes/weeks/months/years or if it is empty, this unit will be in Clock minutes. If no priority is defined for the SLA at all, this field will remain empty.
Waiting since
Displays the date-time when the status of an existing order is changed from non-wait to wait.
Resumed since
This is a system field which (temporarily) stores the date-time when the order in a wait status is moved back to non-wait status in case an order is resumed off line via Planon Mobile Field Services.