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Function documentationEvaluation of Thresholds

 

The system calculates the ratio of planned and actual duration in percent.

Example 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).

End of the example.

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.

Prerequisites

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 Start of the navigation path Transactions Next navigation step Settings for Service Requests Next navigation step Notification Framework Next navigation step Define Conditions of Subscription Processing End of the navigation path, you have defined the notification filter THRESHOLD LEVEL REACHED. For more information, see Notification Framework.

Features

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.