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Viewing service or operational level targets for a record

When you select a service, the SLAs or OLAs that match the service and the account of a record are applied to it. 

The following topics are provided:

To view service or operational level targets

  1. Click the Remedyforce Console tab.
  2. From the View menu, select the appropriate module, such as Incidents.
  3. From the list of records, click the record for which you want to view the targets.

  4. From the Agent Tools menu click Service_target.GIF.

    Note

    If there are applicable service or operational targets, this toolbar button is enabled only after you save the record and BMC Helix Remedyforce creates the target transactions for the record.

    In the Targets window, view the target transactions of the current record. The Targets window displays the information for each target transaction. For more information, see Columns in the Service or Operational Targets window.

  5. (Optional) To view updates to target transactions for the current record. click the Refresh toolbar button.

Columns in the Service or Operational Targets window

The Targets window displays the following information for each target transaction.


Note

To track the time that is spent on completing a service target, you can use the Elapsed Time field of the Incident Service Target object in reports. However, the Elapsed Time field value is saved in the database only when the service target is closed. For open service targets, the Elapsed Time field value is calculated and displayed in the Targets window but not saved in the database.

To track the total time for which staff members are actively working on an incident during your organization's business hours, you can use the Total Work Time field of the Incident object in reports. To start calculating the total work time spent on incidents, you must configure the appropriate status records as work status. For more information, see Creating-status-records.

States and statuses of target transactions

The following table describes the states of target transactions and the possible statuses of each state.

Related topics

Understanding-service-target-transactions

Incident-management

Service-request-management

Task-management

Problem-management

Change-management

 

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