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Object documentationProcessing Time

 

A processing time represents the calculation and evaluation of response and availability times with regard to an agreement that you have made with one specific partner involved in the performance of services. It is used to monitor the compliance with these agreements.

The processing times enable you to specify single periods that your service personnel spend between the creation and the closing of a service request.

Example Example

  • Initial response time to monitor the times between the creation of a service request and the first processing. You can use evaluations of these times to check the compliance with the agreements you have made with your customers.

  • Pause times to exclude periods from counting response times. Pauses can arise while your service teams are waiting for customer reactions. These times are not to be incorporated in the calculation of the overall response time.

  • Times performed by the first and the second level support. You can use evaluations of these times to optimize your service portfolio, and to check the compliance with the agreements you have made with your service teams.

End of the example.

Structure

When a transaction is saved, the system checks via processing time Customizing which processing times are to be updated.

A processing time is defined by the following attributes:

  • Business reason:

    You group the processing times according to the business reasons for which you want to use the processing times (processing time type).

    Example Example

    • Processing time type SLA to monitor the agreements that you have made with your customers

    • Processing time type OLA to monitor the agreements that you have made with your support teams

    End of the example.

    In addition, you can define different processing times depending on the transaction types.

  • Partner of a service provision

    A processing time is always related to one group of persons or organizations. For this group you control whether the delivered services are compliant with the agreements that you have made with the group.

    Example Example

    You define processing times for the following partners of service provision:

    • Customer

    • First level support

    • Second level support

    End of the example.

  • Response time calculation

    You are completely free to customize your customer-specific rules to measure the actual durations and dates. For more information, see Adaption of Time Calculation Rules.

  • Thresholds

    You can assign a threshold profile that you want to indicate to monitor a processing time.

    A threshold is a percentage value. It indicates the relation between the actual duration and the planned duration of a processing time. You have the following options to inform the persons involved in a transaction about reaching a specific threshold:

    • You can indicate the reaching of a specific threshold by a graphical element on the UI.

    • You can send a notification if a processing time threshold reached a critical percentage value.

Determination of the processing times

When a new service request is created, the system automatically determines the relevant processing times. For more information, see Determination of the Related Response Times.

Data store

The processing times are stored in table CRMD_SRCL_H.