This documentation supports the 20.08 and 20.08.01 versions of BMC Helix Business Workflows.

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

Creating goal types for service targets

Goal types improve the readability of service targets. In BMC Helix Business Workflows, a case business analyst can configure goals when configuring service targets. You can create only request-based goals. 

For example, an employee requests for an employment proof document. The agent has a goal to provide the document within seven working days. This is a request-based goal type and can be called Request Resolution Time.

To create a goal type

  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 > Goal Type.
  4. (Version 20.08.01) From the Line of Business list, select the line of business for which you want to create a goal type.
    If you have access to a single line of business, that line of business is selected by default.
  5. Click Goal Type Configuration.
  6. In the Goal Type Name field, type a name for the goal. 
    Example: Request Resolution Time.
  7. In Status, select one of the following options:
    • Active—The goal is available for selection when configuring service targets and service target groups. This is the default status.
    • InActive—The goal is not available for selection when configuring service targets and service target groups.
  8. In the Goal Type list, Request-Based is automatically populated and is not editable.
  9. Click Save.

Related topic

Service Level Management

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