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SLA in Service Order "Arrived at Customer By"


We want to measure the "Arrived at Customer By" SLA as we have an agreement with a customer to be on site within 3hrs. That does not mean to complete the job, just to arrive.

I try to use the "Arrived at Customer By" and it gives the correct date/time according to the SLA. Now I want to see this date/time in the Field Service and Repair worklist so that myself and the technicians know the schedule. However this field is not available for the worklist. In fact, this field "Arrived at Customer By" is not available in any report in a date/time format. In reports you only get a "Compliant, Non Compliant" indicator.

My technician now wants to indicate that he has arrived at the customer site. There is no way to do this. How can I stop the clock on "Arrived at Customer By" without doing a service confirmation? I was not able to pinpoint exactly how the system determines in the reports that the service order is Compliant or not.

Has anyone had some more experience with this functionality?



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1 Answer

  • Feb 15, 2018 at 03:38 PM

    Hello Belinda,

    basically in the service order you can promise the arrival date of the technicians by the customer, cause service orders represent the planned values/data/date. The actual value are represent by the service confirmation, which means it represents the reality, therefore the technicians had to enter the real date of the arrival, which should of course act with the agreement of the customer.

    Actual it's not clear for me how these Arrival at Customer should be measured ?

    What is the measure point, I can imagine that in a big factory/building these can be differ. Next Question is how is the date of the arrival are countersigned by the customer ?

    In any case these actual value should be entered in the service confirmation.

    Best Regards


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