Measures
This table shows the service call measures:
| Measure | Mapping | Note |
|---|---|---|
| Actual Down Time | tsclm100.adtm | |
| Actual Time Left | tsclm100.atml | |
| Bad Fix Calls | Service Call Count for Bad Fix = Yes | |
| Bad Fix Ratio | Service Call Count for Bad Fix = Yes / Service Call Count | |
| Call Exceptions by Expected Problem | Service Call Count for Problem Code flag = 1 and Status Solved | |
| Call Exceptions by Expected Solution | Service Call Count for Solution flag = 1 and Status Solved | |
| Calls Solved outside SLA | Service Call Count for Actual Time Left flag = 0 and Status = Solved | |
| Calls Solved within SLA | Service Call Count for Actual Time Left flag = 1 and Status = Solved | |
| Created Calls Count | Service Call Count for Status <> Solved and Status <> Accept | |
| Duration | tsclm100.adur | (1) |
| Initial Time Left | tsclm100.inrt | |
| Repair Warranty Call Count | Count of calls when tsclm100.repr_wrty = yes | |
| Service Call Count | Always 1 but 0 for null records | |
| Solved Calls Count | Service Call Count for Status = Solved | |
| Solved outside SLA Ratio | Calls Solved outside SLA / Solved Calls Count | |
| Solved within SLA Ratio | Calls Solved within SLA / Solved Calls Count | |
| Spent Time | tsclm100.ustm | (1) |
| deleted | 1 if deleted in LN, else 0 |
(1) In unit tsmdm000.untm.