The system calculates the ratio of planned and actual duration in percent.
Example
The planned duration is 30 hours. The actual duration is 25 hours. The system calculates the ratio of the planned and actual duration. The threshold is = 83% (25*100/30).
If a specific threshold value is reached, the system can inform you in the following ways:
The icon in the processing time changes.
The system sends a notification.
If you want to send notifications when specific threshold values are reached, you have to use the Notification Framework. In the Customizing for Customer Relationship Management
under , you have defined the notification filter THRESHOLD LEVEL REACHED
. For more information,
see Notification Framework.
The system calculates the actual thresholds at the following times:
By saving a service request
With report Update Processing Time Thresholds
(CRM_SRCL_THRESHOLDS_UPDATE)
, you can refresh the threshold percentages. The report enables you to control the progress of service requests.
You can schedule the report on a regularl basis depending on various attributes of the processing times.