This documentation supports the 20.02 version of BMC Helix Business Workflows.

To view the documentation for the current version, select 20.08 from the Product version menu.



Service Level Management reports for cases

Service targets help agents to monitor the progress of cases. Service targets have associated statuses that indicate at which stage a case is. 

BMC Helix Business Workflows provides the following out-of-the-box reports:

Report nameDisplay typeDescriptionFilter(s)Purpose
Service Target Status of CasesInteractive pie chart

Shows the service targets by their status.

The table lists the status and associated service targets, and provides a link to view the service targets.

Tip: Click the pie chart to view the case details based on their service targets.

No filtersUse this report to analyze how many service targets were missed, met, or are in progress.
Team Tracking ReportTable

Shows the time spent by each team to work on the service targets attached to the case, and provides a link to view the case.

This report is available only if you have selected the Enable Team Tracking option while configuring measurement criteria for a service target. For information about how to configure a service target, see Configuring service targets.

Case ID, Service Target Name, Measurement Status, Assigned Group.

Note: If you change the browser locale and specify a value in Measurement Status, the value is displayed in the English language.

Use this report to analyze which team spent the most time in resolving a case.
Service Targets of Cases by SiteInteractive bar chart

Shows the number of service targets attached to cases created at various sites.

The bar chart lists the sites and associated service targets, and provides a link to view the service targets.

Tip: Click the bar chart to view the case details based on sites.

Site, Priority, Case StatusUse this report to analyze the cases created by site.

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