×
 
 
  •  
$helper.renderConfluenceMacro('{bmc-global-announcement:$space.key}')

This documentation supports the 20.08 and consecutive patch versions of BMC Helix Business Workflows.

To view the documentation for the previous version, select 20.02 from the Product version menu.



BMC Helix Business Workflows 20.08 ... Setting up a line of business Configuring service targets for tracking case progress

Configuring advanced service target settings on the data source

The advanced settings on the data source gives a flexibility to calculate service targets differently for each record (case or task), instead of the default static values. When configuring service targets, as a case business analyst, you can specify a different start time, end time, and business hours for each record, only if you configure the advanced settings on the data source.

 The advanced settings also enable you to perform the following actions:

  • specify assigned groups
  • define the condition to reset a goal 
  • use a custom qualification builder

Difference between static and dynamic values

The following table lists the differences between the static and dynamic values:

AttributeStatic valueDynamic value
Start time

Cases or tasks with the same service target have the current time stamp as the start time on measurement record.

Example: All high priority service targets have start time equal to the current time. All high priority cases or tasks also have start time equal to the current time.

Cases or tasks with the same service target can be assigned different start time on the measurement record.

Example: A new employee requests for a high priority service over the phone at 9:00 AM, and the agent resolves the request at 11:00 AM. The agent then requests the employee to create a case in BMC Helix Business Workflows. For this request, the start time must be 9 AM, and not the current time (11:00 AM).

Goal time

Cases or tasks with the same service target have a common static goal time.

Example: The high priority service target has end time equal to 30 minutes. All cases that have high priority service targets attached to them have end time equal to 30 minutes

Cases or tasks with the same service target can be assigned different goal time (specified in days, hours, or minutes)

Example of dynamic goal time: High priority cases created by the managers can have dynamic goal time of 15 minutes, instead of the static goal time of 30 minutes (for cases created by those other than managers)

End timeThe end time option is not available for static values.

Cases or tasks with the same service target can be assigned different end time (specified as the target date).

Example of dynamic end time: For a high priority case created by managers at 9:00 AM, the dynamic goal time can be 9:15 AM, instead of the static goal time of 9:30 AM (for cases created by those other than managers).

Business entity

Cases or tasks with the same service target have a common static business entity.

Example: All service targets have business entity equal to 9:00 AM to 6:00 PM IST.

Cases or tasks with the same service target can be assigned different business entities

Example: You can define business entities based on different time zones. Cases generated in the Indian Standard Time have business entity equal to 9:00 AM to 6:00 PM IST. Cases generated in Pacific Time can have business entity equal to 9:00 AM to 6:00 PM Pacific Time.

To configure the advanced settings on a data source

BMC Helix Business Workflows provides the Case Management and Task Management data sources out-of-the-box.

  1. Log in to BMC Helix Business Workflows.

  2. Click My Application Settings .
    The Settings page opens in a new browser tab.
  3. Navigate to Service Level Management > Configure Data source. 

  4. From the Service Target Data Source Configuration page, open the required data source.

    Important

    In the Edit Service Target Data Source Configuration panes for the Case Management and Task Management data sources, the mandatory fields are configured out of the box and cannot be edited.

    The following figure highlights the mandatory fields displayed while editing the Case Management data source:

  5. Click Show Advanced Settings.

    FieldDetails
    Association Name

    Displays a list of associations in BMC Helix Business Workflows.

    Select an association between Case and Overall SLA status, or Task and Overall SLA status record definitions. This association is used to display the overall status of a case or task.

    Create Qualification View

    Displays a list of views in BMC Helix Business Workflows.

    The following out-of-the-box views for creating the qualifications are auto-populated in this field based on the data source you are editing:

    • For the Case Management data source, the com.bmc.dsm.case-lib: Configure Case Qualification - Create view is auto-populated.
    • For the Task Management data source, the com.bmc.dsm.task-lib: Configure Task Qualification - Create view is auto-populated.


    Note: To avoid errors, do not change these views. To use a qualification builder, leave this field blank.

    Edit Qualification View

    Displays a list of views in BMC Helix Business Workflows.


    The following out-of-the-box views for editing the qualifications are auto-populated in this field based on the data source you are editing:


    • For the Case Management data source, the com.bmc.dsm.case-lib: Configure Case Qualification-Edit view is auto-populated.
    • For the Task Management data source, the com.bmc.dsm.task-lib: Configure Task Qualification-Edit view is auto-populated.

    Note: To avoid errors, do not change these views. To use a qualification builder, leave this field blank.

    Assigned GroupDisplays a list of fields on a record based on the data source you are editing. Select a field name that contains the details of the group to which the record is assigned.
    Dynamic Business Entity

    Displays a list of fields on a record based on the data source you are editing.

    Select a field name that contains the ID (field 179) of the business entity name applicable to this service request. This business entity is used for time-related calculations for the service target. For more information, see the difference between static and dynamic business entities

    Dynamic Start Time Field

    Displays a list of fields on a record based on the data source you are editing.

    Select a field name that contains the date and time value used as a start time for the measurements. If this field is blank, it uses the current system time as the start time. For more information, see the difference between static and dynamic start time

    Reset Goal ConditionTo define the condition to reset goal for the current measurement record, click the Build Expression link. Resetting goal closes the existing measurement, creates a new record with the new goal, and starts the measurement.
    Use End TimeSelect this check box to define a field on a record (case or task) to calculate the end date and time of a service target.
    Dynamic End Time Field

    This field is enabled only if you select the Use End Time check box.

    It displays a list of date-time type fields on a record based on the data source you are editing. Select a field name that defines the date and time value used as end time for the measurements. For more information, see the difference between static and dynamic end time

    Dynamic Goal Time Field

    This field is enabled only if you have cleared the Use End Time check box.

    Displays a list of integer or character type fields on a record based on the data source you are editing. Select a field name that contains the goal time of service target in seconds. For more information, see the difference between static and dynamic goal time

  6. Click Save.

After configuring the advanced settings on a data source, you can configure service targets for cases or tasks created from the data source.

Where to go from here

Configuring service targets

Was this page helpful? Yes No Submitting... Thank you
Last modified by Poonam Morti on Sep 23, 2020
administration dynamic_configuration task service_targets

Comments

Log in or register to comment.

Creating goal types for service targets
Defining business schedules for calculating service targets
© Copyright 2017 – 2021 BMC Software, Inc.
Legal notices

Powered by Atlassian Confluence and Scroll Viewport

© Copyright 2005-2024 BMC Software, Inc. Use of this site signifies your acceptance of BMC’s Terms of Use . BMC, the BMC logo, and other BMC marks are assets of BMC Software, Inc. These trademarks are registered and may be registered in the U.S. and in other countries.