Note

 

This documentation supports the 20.19.02 version of BMC Helix Remedyforce.

To view the latest documentation, click here

Copying, editing, and deleting service or operational level targets

All the changes on service or operational targets are applied to new incidents, service requests, tasks, problems, or change requests only. If you modify a service or operational target, no changes are made to the targets of the incidents, service requests, tasks, problems, or change requests for which the service or operational target transactions are created and the clock has started. Therefore, we recommend that you do not modify a service or operational target.
If you want to create a target that is similar to the one that you have already created, you can copy the target and modify the required details. Also, if you do not need a target in an agreement, you can delete it from the agreement.

To edit, copy, or delete a service or operational level target

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Workflows and Other Processes tile, and from the menu select Agreements.
    Alternatively, you can also navigate to Remedyforce Workspaces > Service Level Management > Agreements.
  3. In the Service Level Management list view, select the agreement in which you want to edit, copy, or delete a target.
  4. Click the Service Targets or Operational Targets tab for SLA or OLA respectively.
    A list of existing service or operational targets is displayed.
  5. Perform one of the following actions:

    Goal

    Step

    Edit the selected target

    Click the target that you want to edit and click

    Note: If you edit a target, you cannot change the object for which the target is created. For example, if you edited a service target that was created for Incidents, you cannot change the object to Change Request in the Applies To field.

    The target is opened in a new window and you can make the required changes in the record.

    Create a target that is similar to the selected service target

    Click the target that you want to copy and click

    Note: If you copy a target, you cannot change the object for which the target is created. For example, you copied a service target that was created for Incidents, you cannot change the object to Change Request in the Applies To field. 

    A copy of the service target is opened in a new window and you can make the required changes in the record.

    Delete the selected target

    From the list of existing targets, select the required target, and click

    In the confirmation dialog box, click Yes to delete the target.

  6. Click Save.
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