<?xml version="1.0" encoding="utf-8"?>
<ManualTopic ID="/baanerp/ts/onlinemanual/000305" xml:lang="en">
   <Header>
      <Title>Calculation actual time left and reaction time</Title>
      <Keyword type="header" order="d1e2794685">
         <Level1>reaction time</Level1>
      </Keyword>
      <Keyword type="header" order="d1e2794688">
         <Level1>initial time left</Level1>
      </Keyword>
      <Keyword type="header" order="d1e2794691">
         <Level1>time</Level1>
      </Keyword>
   </Header>
   <GeneralSection>
      <Paragraph>The reaction time and the
      actual time left to solve a call are calculated based on the reported solution
      times and the priority factors that are assigned to the sold-to business
      partner, the problem, the bad fix, and the serialized item.</Paragraph>
      <Formula space-and-orientation="indented-estimated">
         <Paragraph>
total priority factor = (BP priority / 100) * (problem priority / 100) * (item priority / 100) * (bad fix / 100)</Paragraph>
      </Formula>
      <Formula space-and-orientation="indented-estimated">
         <Paragraph>lead time for the reaction = priority factor * reaction period</Paragraph>
      </Formula>
      <Formula space-and-orientation="indented-estimated">
         <Paragraph>actual time left to solve the call = priority factor * solution start period or solution finish period.</Paragraph>
      </Formula>
      <Paragraph>Based on the reported date, the lead time for the reaction or
      the solution and the calendar linked to response periods, the reaction time or
      the actual time left will be calculated.</Paragraph>
      <Note>
         <SectionTitle>Note</SectionTitle>
         <List>
            <ListItem>Priorities are only used if, in the <GUIRef href="/baanerp/ts/clm/tsclm0100m000" role="session">Call Parameters (tsclm0100m000)</GUIRef> session, the <GUIRef href="/baanerp/ts/clm/tsclm0100m000#tsclm000.uspr" role="field">Use Priorities in Calculating Times</GUIRef> check box is selected.</ListItem>
            <ListItem>The bad fix priority is only used when applicable, that is,
          if the call is considered a <Link href="/baanerp/ts/glossary/glossary#BadFix_ts" role="glossary">bad fix</Link>.</ListItem>
            <ListItem>ERP Enterprise enables service companies to base their business flows
          on reaction time, solution start time, or solution finish time, by using the
          appropriate views in the calls sessions and the appropriate response time
          definitions.</ListItem>
         </List>
      </Note>
   </GeneralSection>
</ManualTopic>