This documentation supports the 20.19.02 version of Remedyforce.

To view the previous version, go to BMC Remedyforce 20.19.01

Enabling concurrent Operational Targets on a record during queue change


Starting with 20.19.02, you can enable concurrent Operational Level Targets (OLT) to configure whether to keep the OLTs attached to a record running or paused when a record’s qualification criteria fails and a queue change is detected. The earlier behavior of cancelling the target is also available. If you keep the OLTs running, the clock for that OLT continues to run even when the record changes a queue.

This feature is helpful when users from multiple internal queues work on the same record. In such a scenario, you can use this feature as follows:

  • Keep the clock running: When you do not want to stop the time calculation for the queue until the record is closed.
  • Pause the clock: When you want to pause the time calculation for the queue until the qualification criteria is satisfied.
  • Cancel the target: When you want to stop the time calculation on failure of the qualification criteria.

For more information about creating an Operational Level Agreement and configuring Operational Level Targets, see Creating service or operational level agreements and Creating service or operational level targets.

The following image displays the Target Status settings for an OLT. 

The following topics provide more information about enabling Concurrent Operational Level Targets :

Prerequisites

To use the Concurrent Operational Level Targets feature, ensure that the following prerequisites are met:

  1. Navigate to Remedyforce Administration > Application Settings > General Application Settings
  2. Enable the setting Enable concurrent Operational Targets when a queue change for a record is detected. (Only for upgrade users)
  3. Click Save.
  4. Navigate to Remedyforce Administration > Application Settings > Record Assignment.
  5. Enable the setting Enable Queue and User Assignment.
  6. Click Save.

Note

When you enable the Concurrent Operational Level Targets feature, the OLTs created for Resolution Targets are not used to set a record’s due date. However, the due date calculation based on Priority or other Service Level Targets attached to the record will continue to work. This feature is applicable for incidents, service requests, change requests, problems, and tasks.

For more information about the setting, see General settings for Remedyforce.

General guidelines

To use the Concurrent Operational Level Targets feature, following are the guidelines:

  • You must add a Queue or Owner ID field in the qualification criteria. Likewise, if the Add Advance Rule Logic is used, then it must also have at least one Queue.
  • The Concurrent Operational Level Targets feature will be applicable to a record only when the qualification criteria fails and there is a queue change detected.
  • Once a target status (Keep the clock running or Pause the clock) is applied to an OLT, the OLT will not get cancelled on further qualification criteria change.
  • The OLT will get cancelled irrespective of the Target Status values, in the following cases:

    • When the Service or Account do not qualify for an OLA.
    • When the Target Status is not applied and the qualification fails.
  • Based on the measurement criteria and Target Status values, OLTs have the following characteristics :
    • An OLT set to Keep the clock running state can be moved only to Paused or Stopped state.
    • An OLT set to Pause the clock state can be moved only to Stopped state.
    • An OLT set to Pause the clock state can be resumed only when the complete qualification criteria and measurement status are satisfied.
    • An OLT set to Keep the clock running state when paused due to measurement criteria, can be resumed when the Measurement status is satisfied.
  • It is recommended to not change the agreement type if it is attached to an open record.

  • When you create a record and update the queue, the applied OLT for that queue goes into Running state. Further, when you keep updating the queue, the state of the applied OLTs get updated based on the precedence order of combinations of Measurement criteria and Target Status configurations.

     The following table lists the precedence results for different actions performed on a record during queue update.


    Action

    Qualification (Target status)

    Measurement (When record status satisfies a criteria)

    OLT clock status

    Action result

    1

    Keep the clock running

    Start clock when: Open

    Running

    The OLT goes into Running state since the Target Status takes precedence over Measurement Criteria.

    2

    Pause the clock

    Start clock when: Open

    Paused

    The OLT goes into Paused state since the Target Status takes precedence over Measurement Criteria.

    3

    Keep the clock running

    Pause clock when: Pending

    Paused

    The OLT goes into Paused state since the Measurement criteria takes precedence over the Target Status.

    4

    Pause the clock

    Pause clock when: Pending

    Paused

    The OLT goes into Paused state since the Measurement Criteria takes precedence over the Target Status.

    5

    Keep the clock running

    Stop clock when: Stopped

    Completed

    The OLT goes into Completed state since the Measurement Criteria takes precedence over the Target Status.

    6

    Pause the clock

    Stop clock when: Stopped

    Completed

    The OLT goes into Completed state since the Measurement Criteria takes precedence over the Target Status.


    To understand the precedence order concept, consider Action 2 from the table and perform the following steps:

    1. Create an OLT as per the given Measurement and Qualification specifications. For example, OLT 1.
    2. Create an incident record and assign it to the queue that satisfies the conditions for OLT 1.
      OLT 1 gets applied.
    3. Further, update the queue for the incident record.
      Note that, here the OLT 1 goes into Paused state even when the Measurement criteria is set to Open. This is seen since the Target Status takes precedence over the Measurement criteria.

Sample scenario to understand how concurrent OLTs work

Consider the following scenario:

Qualification CriteriaOLT 1OLT 2OLT 3
CategoryLaptopLaptopSoftware
Owner ID / QueueLevel 1Level 2Level 3
Measurement clock status

Start Clock When: Open

Pause Clock When: Pending

Stop Clock When: Closed

Start Clock When: Open

Pause Clock When: Pending

Stop Clock When: Closed

Start Clock When: Open

Pause Clock When: Pending

Stop Clock When: Closed

Target status

Keep the clock runningPause the clock Cancel the target


Perform the following steps based on the preceding scenario:

  1. Create an Operational Level Agreement for tracking an incident object. Name the OLA as Laptop Issue.

  2. In the Operational Targets tab, create three OLTs as follows: 
    1. OLT 1 (Category: Laptop; Owner ID: Level 1; Target Status: Keep the clock running)
    2. OLT 2 (Category: Laptop; Owner ID: Level 2; Target Status: Pause the clock)
    3. OLT 3 (Category: Software; Owner ID: Level 3; Target Status: Cancel the target)

  3. In the Measurement tab, set the conditions as Start Clock When = Open, Pause Clock When = Pending, and Stop Clock When = Closed. (For all three OLTs).

  4. Perform the tasks as given in the following table. 

    The table demonstrates working and statuses of OLT 1, OLT 2 and OLT 3 with respect to the actions performed on the incident record. Once you perform the tasks in the table, the Target window of the record will display the Elapsed Time calculated by OLT 1, OLT 2, and OLT 3 by the queues Level 1, Level 2, and Level 3 respectively. 

ActionIncident record transactionsCategoryQueueStatus (Incident record)OLT 1 Target
OLT 2 TargetOLT 3 TargetAction result
Create an incident record with the IT Department.CreateLaptopLevel 1OpenedState: In-process Clock: Running

OLT 1 gets applied as the Qualification criteria are met and the clock for OLT 1 goes into Running state.
Switch the queue from Level 1 to Level 2.UpdateLaptopLevel 2Opened

State: In-process
Clock: Running

State: In-process Clock: Running
OLT 2 gets applied as the Qualification criteria are met and the clock for OLT 2 goes into Running state. However, the clock for OLT 1 too remains in Running state since the queue changed from Level 1 to Level 2 and the Target status for OLT 1 was set to Keep the clock running.
Switch the queue from Level 2 to Level 3 and change the category.UpdateSoftwareLevel 3OpenedState: In-process Clock: RunningState: Pending Clock: Paused
State: In-process Clock: RunningOLT 3 gets applied as the Qualification criteria are met and the clock for OLT 3 goes into Running state. However, the clock for OLT 2 remains in Paused state and State changes to Pending since the queue changed from Level 2 to Level 3, and the Target status for OLT 2 was set to Pause the clock.
Switch the queue from Level 3 to Level 1 and change the category.UpdateLaptopLevel 1OpenedState: In-process Clock: RunningState: Pending Clock: PausedState: Cancelled Clock: Stopped

OLT 1 gets applied as the Qualification criteria are met and the clock for OLT 1 which has been in Running state, continues to be in the same state. However, the clock for OLT 3 goes into Stopped state and the State changes to Cancelled since the queue changed from Level 3 to Level 1, and the Target status for OLT 3 was set to Cancel the target.

Change the status of the incident record to Pending.UpdateLaptopLevel 1Pending State: Pending Clock: PausedState: Pending Clock: PausedState: Cancelled Clock: StoppedSince the Measurement status takes precedence over the Qualification status, the Clock status for OLT 1 goes into Paused state and the State changes to Pending.
Close the incident record to Closed.UpdateLaptopLevel 1ClosedState: Completed Clock: StoppedState: Completed Clock: StoppedState: Cancelled Clock: StoppedOnce the record is closed, the Clock for OLT 1 and OLT 2 will go into Stopped status and State will be Completed.

Related topics

Creating service or operational level agreements

Creating service or operational level targets

General settings for Remedyforce

Action

Qualification

(Target status)

Measurement (Record status meets criteria)

OLT clock status

Action result

1

Keep the clock running

Start clock when: Open

Running

The OLT goes into Running state since the Target Status takes precedence over Measurement Criteria.

2

Pause the clock

Start clock when: Open

Paused

The OLT goes into Paused state since the Target Status takes precedence over Measurement Criteria.

3

Keep the clock running

Pause clock when: Pending

Paused

The OLT goes into Paused state since the Measurement criteria takes precedence over the Target Status.

4

Pause the clock

Pause clock when: Pending

Paused

The OLT goes into Paused state since the Measurement Criteria takes precedence over the Target Status.

5

Keep the clock running

Stop clock when: Stopped

Completed

The OLT goes into Completed state since the Measurement Criteria takes precedence over the Target Status.

6

Pause the clock

Stop clock when: Stopped

Completed

The OLT goes into Completed state since the Measurement Criteria takes precedence over the Target Status.

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