Response Time

You can use service response time to calculate the start date and time of a work request generated through 'Work Request. Quick Entry' (MOS185), 'Maintenance CO. Quick Entry' (COS130), or through APIs.

Configuration settings within the organization define how a request starts based on factors such as priority, equipment, service, and other criteria.

Limitations

  • If you specify the start date and time in the input function, the response time is not calculated in the system.
  • The agreement is excluded from the search.

Setup

To define the service response time in 'Service Response Time. Open' (MOS341):

  • Sorting order 1-'Priority' by Item number and Serial number
  • Sorting order 2-'Item number' by Customer and Agreement

Follow these steps

  1. Start (MOS341).
  2. Click Create.
  3. Specify the criteria that determine the response time:
    1. Specify a budget or item number in the 'Item number' field.
    2. Specify a unique serial number for each item in the 'Serial number' field.
    3. Set the criticality class. The 'Criticality cl' field is defaulted from (MMS240) or (MOS440), if position-based.

      This field indicates a user-defined classification of items in relation to their significance for performance and reliability.

    4. Set the order priority in the 'Priority' field.
      • From (COS130): The priority is always set to 5 on the Maintenance Customer Order (MCO) header (COS100), which is then inherited by the planned Work Order (WO).
      • From (MOS185): Priority can be manually specified. If left blank, it defaults from the WO type or from (MMS240).
      • From (MOS170MI): Priority can be passed as input. If left blank, it also defaults from the WO type or (MMS240).
    5. Specify the error code in the 'Error code 1' field. The error code describes the cause of the problem detected during fault isolation.
    6. Set the product number in the 'Product' field. This is determined by the service product, which is based on the service category. For example, item, blank, sales model, etc.
    7. Specify the product structure type in the 'Structure type' field. You can define more than one product structure per product and facility.
    8. Specify in the 'Service' field whether the service involved is internal or external, such as subcontract work or repairs.
    9. Set the unique identification of a customer. The 'Customer' field is defaulted from (MMS240), unless specifically provided in the input transaction.
    10. Specify a ten digit alphanumeric agreement identity in the 'Agreement' field.
  4. Specify information in the 'Details' menu:
    1. Optionally, specify a name.
    2. Specify the required description describing the purpose or scope of the record.
    3. Specify the response time in hours.
    4. Specify the downtime, for informational purposes only.
  5. Click Next.
Note: If more than one record matches, the system selects the one with the most fields filled in, starting from the right side of the screen and moving left.

As an exception, during fallback searches, 'Serial number' is ignored after the 'Customer' field is cleared.

Search Logic in Maintenance

The system attempts to match records using these fields:
  • 'Company' (CONO)
  • 'Item' (ITNO)
  • 'Serial number' (SERN)
  • 'Criticality cl' (AESC)
  • 'Priority' (PRIO)
  • 'Error code 1' (FCLA)
  • 'Product' (PRNO)
  • 'Structure type' (STRT)
  • 'Service' (SUFI)
  • 'Customer' (CUNO)
If no match is found, the system clears fields one by one in this order:
  1. 'Customer'
  2. 'Serial number'
  3. 'Service'
  4. 'Structure type'
  5. 'Product'
  6. 'Error code 1'
  7. 'Criticality cl'
  8. 'Priority'
  9. 'Item'

If there is still no match, the system restarts the search using only the 'Customer' as the key, clearing 'Item number' and 'Serial Number'.

Then, it clears fields again in this order:
  1. 'Service'
  2. 'Structure type'
  3. 'Product'
  4. 'Error code 1'
  5. 'Criticality cl'
  6. 'Priority'
If no match is found, the system verifies for:
  • Any record with the combination: 'Priority', 'Error code 1', 'Product', 'Service', 'Customer'
  • By 'Priority', 'Error code 1', 'Product', 'Structure type', 'Service', 'Customer'
Lastly, the system verifies if any single field among these is filled:
  • 'Priority'
  • 'Error code 1'
  • 'Product'
  • 'Service'
  • 'Customer'
Note: To ensure a successful match and to retrieve a valid response time, the setup must strictly follow this search hierarchy. Any record with a different combination of filled fields will not be found.
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